Service Desk Analyst - Remote (Nightshift)

VanRath; Belfast; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading technology services company is seeking an IT Service Desk Analyst to provide exceptional support during overnight operations. This role involves managing service requests, ensuring effective communication with users, and contributing to a culture of continuous improvement. Ideal candidates will possess strong technical skills and a customer-first mindset, with the opportunity for professional growth in a dynamic environment.

Benefits

Competitive salary

Attractive range of benefits

Professional growth opportunities

Qualifications

• 2+ years' experience in IT support or service desk environment.
• Troubleshooting skills in Microsoft Windows, macOS, M365/O365.

Responsibilities

• Take ownership of service requests and ensure accurate handling.
• Provide professional communication with users via multiple channels.
• Identify issues for escalation and maintain responsibility until resolved.

Skills

Customer Service Mindset

Strong Communication

Adaptability

Team Collaboration

Tools

ITSM tools

Remote desktop software

Job description

Our client, a leader in innovative technology services, is seeking a highly capable IT Service Desk Analyst to strengthen their support team during overnight operations. This individual will play a key role as the first point of contact for users, providing exceptional service and ensuring technical issues are resolved promptly and professionally.

• Shift Hours: Monday to Friday, 9:00 PM - 6:00 AM GMT/BST
• Location: Remote (with onboarding completed on-site)
• Requirement: Candidates must be based in Northern Ireland

Why Join?

• Work within an energetic, forward-thinking company that values technology innovation and customer satisfaction.
• Get hands-on exposure to some of the latest tools in cloud computing, IT security, and remote support.
• Be part of a supportive culture that prioritises professional growth and continuous learning.
• Benefit from a competitive salary and an attractive range of benefits.

Responsibilities:

• Service Management: Take ownership of service requests, including user onboarding/offboarding, device setup, and access control processes, ensuring requests are handled accurately and promptly.
• Client Interaction: Provide clear and professional communication with users via phone, email, and ticketing systems, ensuring every interaction meets a high standard of service.
• Problem Escalation: Quickly identify issues that require escalation and ensure they are passed to the appropriate technical teams with the necessary detail.
• Resolution Ownership: Maintain responsibility for support cases until full resolution, keeping users updated throughout.
• Efficiency Focus: Meet or exceed SLA expectations for ticket closure rates while maintaining a keen eye for accuracy and detail.
• Automation Support: Identify opportunities for automation and efficiency improvements within the support function.
• Knowledge Sharing: Contribute to internal documentation to ensure the team's knowledge base remains up-to-date and effective.
• Phone & Remote Support: Deliver direct remote support and phone assistance where necessary, ensuring fast and effective incident resolution.

What We're Looking For:

• Customer Service Mindset: A strong passion for supporting users and enhancing their IT experience.
• Technical Expertise:
  • 2+ years' experience in an IT support or service desk environment.
  • Solid troubleshooting skills in Microsoft Windows, macOS, M365/O365, VPNs, mobile device platforms, and Microsoft Entra ID.
  • Familiarity with networking basics such as DNS, DHCP, Group Policies, and Microsoft Intune.
• Tool Proficiency: Previous use of ITSM tools (e.g., ServiceNow) and remote desktop software.
• Strong Communication: Ability to communicate technical information clearly and concisely to a non-technical audience.
• Adaptability: Resilient under pressure with excellent organizational and multitasking skills.
• Team Collaboration: A proactive and cooperative attitude, with a commitment to continuous improvement.
• Flexibility: Willingness to attend the onboarding period in-office and occasionally thereafter as the team evolves.