Service desk Analyst

Technopride Ltd; Watford; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading IT solutions provider in Watford is seeking a dedicated IT Service Desk Associate. In this role, you will be the first point of contact for IT-related issues, providing 1st line support and ensuring incidents are logged and managed effectively. The ideal candidate will have a technical degree, strong organizational skills, and prior Service Desk experience. Excellent communication is essential for this position.

Qualifications

• Must possess English Service Desk experience.
• Ability to multi-task and prioritize work.

Responsibilities

• Handle requests for service on the IT Service Desk.
• Provide 1st line support for troubleshooting IT-related problems.
• Log incidents and maintain relevant records.

Skills

Strong organization skills

Excellent communication skills

Ability to deliver presentations

Troubleshooting IT problems

Education

Graduate with technical degree (B.Tech/B.E preferred)

Job description

Watford, United Kingdom | Posted on 08/22/2025

We provide end-to-end IT solutions and services including Applications services, Data & Analytics services, AI/ML Technologies and Professional services in the UK and EU market.

Job Description

To perform the activities associate is required to be the first point of contact for all IT-related issues, to ensure that all incidents and requests follow processes and are logged in the ITSM tool. Have very good understanding of ITIL Processes, process knowledge of Incident/Request/Change/Problem. You will have to minimize the impact of IT incidents by resolving first time where possible. Resource will be a part of general operations of service desk and will be cross-leveraged to any of the contact modalities like Phone & Chat to cater the incoming contacts at service desk.

Essential Duties and Responsibilities

• Work as part of the 11x7 Shift system on the IT Service Desk
• Receives and handles requests for service, following agreed procedures
• 1st line support: troubleshooting of IT related problems
• Promptly allocates calls as appropriate
• Logs incidents and service requests and maintains relevant records
• Identifies and classifies incident types and service interruptions
• Records incidents cataloging them by symptom and resolution
• Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution
• Monitoring queues to ensure SLAs are maintained
• Assigning the tickets which are out of scope to Service Desk/Other Teams
• Coordinating tickets that cross organizational boundaries to ensure customer satisfaction

Skills and Abilities

• Strong organization skills and ability to multi-task and prioritize work
• Excellent communication skills with the ability to work with executive staff members both internally and externally
• Ability to deliver engaging, polished, and professional presentations to internal and external audiences
• Excellent written and verbal communication and presentation skills

Education / Expertise

• Must be a Graduate. B.Tech/B.E or any other technical degree preferred
• English Service Desk experience is mandatory