Service Desk Analyst – Level 1

TN United Kingdom; Elland; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in the UK is seeking a self-motivated Service Desk Analyst – L1. The role involves providing business-to-business support, managing customer requests, and collaborating with teams to resolve issues efficiently. Ideal candidates will have strong communication skills and previous Service Desk experience.

Qualifications

• 1-3 years of previous Service Desk experience.

Responsibilities

• Business-to-business support of UBS products.
• Resolution of customer-reported questions and issues.
• Taking ownership of customer-reported issues.

Skills

Communication

Team Collaboration

Problem Solving

Tools

Jira

Help Desk tracking software

Job description

Job Summary:

We’re hiring a self-motivated Service Desk Analyst – L1 – with experience working in a Service Desk environment. The successful candidate will be well organized, metrics-driven, able to work in various environments with non-technical and technical profiles.

You will work as part of a team responsible for analysis and resolution of customer requests, including software queries, data correction, bug replication, and root cause analysis of recurring data issues.

Job Description:

KEY RESPONSIBILITIES

• You will be responsible for: Business-to-business support of UBS products. Ticket and workload management using our online ticketing system. Resolution of customer-reported questions and issues. Assisting offshore analysts with troubleshooting. Working with development teams to ensure tickets are resolved in a timely fashion, and that customers are updated with our analysis and resolution progress. Collaborating with internal and external resources to identify and troubleshoot root causes for recurring service desk tickets. Taking ownership of customer-reported issues and seeing problems through to resolution. Ensuring all details are logged with the incident and well-described to the customer.

KEY SKILLS AND COMPETENCIES

• Excellent written and verbal communication skills.
• Ability to relate complex models and ideas in clear, plain-spoken English.
• Tenacious: get-things-done attitude…but must work well with others.
• 1-3 years of previous Service Desk experience.
• Demonstrate ability to coordinate cross-functional work teams toward task completion.
• Experience using Help Desk tracking software, Jira preferred.
• Hands-on experience with Windows/Linux/Mac OS environments.
• Experience in an Audio Visual or Live Events environment preferred.

Worker Type:

Regular

Number of Openings Available:

1