Service Desk Analyst

Job Title: Service Desk Analyst

Position Overview:
As a First Line Service Desk Analyst, you will play a crucial role in providing technical support to our employees across various locations. You will be responsible for handling incoming support requests via phone, email, and chat, resolving technical issues promptly and ensuring minimal disruption to business operations. The role requires strong communication skills, technical expertise, and a customer-centric approach to support our diverse workforce effectively.

Key Responsibilities:

1. Provide first-line technical support to group employees via phone, email, and chat.
2. Log all support requests and technical issues accurately in the ticketing system, ensuring timely resolution and documentation.
3. Diagnose and troubleshoot hardware, software, and network-related issues, escalating complex problems to the appropriate teams for resolution.
4. Follow up with users to ensure their technical issues have been resolved satisfactorily and provide guidance on preventive measures.
5. Proactively identify trends in technical issues and recommend improvements to enhance system reliability and user experience.
6. Collaborate with other members of the IT support team to share knowledge, best practices, and solutions.
7. Maintain up-to-date knowledge of the group's IT systems, applications, and policies.
8. Adhere to company standards for data security, confidentiality, and compliance with relevant regulations.

Requirements:

1. Proven experience in a similar role providing technical support in a corporate environment.
2. Strong knowledge of Microsoft Windows operating systems and Office 365 suite.
3. Familiarity with common business applications and collaboration tools.
4. Excellent communication skills, both verbal and written, with the ability to communicate technical concepts effectively to non-technical users.
5. Strong problem-solving skills and the ability to work well under pressure in a fast-paced environment.
6. Customer-focused mindset with a passion for delivering high-quality service to internal stakeholders.
7. Ability to prioritise workload, multitask, and manage time effectively to meet deadlines.
8. Relevant certifications (e.g., Comp TIA A+, Microsoft Certified Desktop Support Technician) are advantageous but not essential.

Benefits:

1. Competitive salary and benefits package.
2. Opportunities for career development and advancement within the business.
3. Access to training programs and resources to enhance technical skills and knowledge.

At Gleeson Recruitment Group, we embrace inclusivity and welcome applicants of all backgrounds, experiences, and abilities. We are proud to be a disability confident employer.

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