Service Desk Analyst

Experian Information Solutions, Inc.; Nottingham; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading data analytics and solutions company is seeking a Service Desk Analyst in Nottingham. This role involves providing technical support, troubleshooting IT-related issues, and ensuring timely resolutions to maintain business continuity. Ideal candidates will have strong knowledge of Windows OS, Microsoft 365, and excellent communication skills. Join a dynamic team that values customer satisfaction and continuous improvement.

Qualifications

• Strong knowledge of Windows OS and Microsoft 365.
• Excellent communication and interpersonal skills required.
• Ability to work under pressure and manage multiple tasks.

Responsibilities

• Respond to incoming incidents and service requests via phone and email.
• Diagnose and resolve technical issues related to hardware and software.
• Escalate complex issues to appropriate support teams.

Skills

Knowledge of Windows OS

Microsoft 365 proficiency

Communication skills

Problem-solving skills

Interpersonal skills

Job description

Overview

The Service Desk Analyst is the first point of contact for all IT-related issues and requests. They provide technical support, troubleshoot problems, and ensure timely resolution or escalation to maintain business continuity and user satisfaction.

Responsibilities

• Respond to incoming incidents and service requests via phone, email, and ticketing system.
• Diagnose and resolve technical issues related to hardware, software, networks, and applications.
• Escalate complex issues to appropriate support teams in accordance with SLAs.
• Log all incidents and requests accurately using the ITSM tool.
• Provide excellent customer service and maintain a high level of professionalism.
• Follow standard operating procedures and contribute to knowledge base documentation.
• Monitor and manage ticket queues to ensure timely resolution.
• Assist with onboarding/offboarding processes including account setup and equipment provisioning.
• Participate in continuous improvement initiatives and team meetings.
• Key Performance Indicators (KPIs): First Contact Resolution Rate; Average Response and Resolution Time; Customer Satisfaction Score (CSAT); Ticket Volume and Backlog Management; SLA Compliance.

Qualifications

• Strong knowledge of Windows OS, Microsoft 365, and common enterprise applications.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and manage multiple tasks.
• Strong problem-solving and analytical skills.

Experian is an Equal Opportunity and Affirmative Action employer. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.