Service Desk Associate

Avance Consulting; Crawley; On-site; GBP 22,000 - 30,000; Full time

Job summary

A leading IT company in Crawley is seeking a Service Desk Analyst to join their team. The successful candidate will be responsible for answering user inquiries, diagnosing IT issues, and maintaining documentation. With a focus on customer service, the role requires strong communication skills and technical proficiency.

Qualifications

• Good Communication skills both Verbal and Written.
• Technical Proficiency L1.5 required.
• Ability to improvise and adapt to unexpected situations.

Responsibilities

• Respond to user inquiries via phone, email, chat, or ticketing systems.
• Act as the initial point of contact for IT issues, logging and tracking incidents.
• Diagnose and resolve common IT problems.

Skills

Communication skills

Problem solving

Analytical skills

Technical Proficiency L1.5

Familiarity with CRM tools

Job description

The role requires Handlingservice deskrequests Answering calls, emails, and ticket submissions. Resetting passwords Helping employees regain access to systems. Basic troubleshooting Fixing minor software issues and hardware glitches. Configuration challenges Assisting with simple setup problems.

Your responsibilities:

Respond to user inquiries via phone, email, chat, or ticketing systems.

Act as the initial point of contact for IT issues, logging and tracking incidents.

Diagnose and resolve common IT problems, escalating complex issues to higher levels.

Possess a solid understanding of IT infrastructure

Be proficient in using IT service management (ITSM) tools and ticketing systems.

Accurately document all incidents, solutions, and actions taken.

Identify trends and patterns in user issues to proactively address potential problems.

Contribute to the development and maintenance of knowledge base articles.

Essential skills/knowledge/experience:

Good Communication skills both Verbal and Written

Technical Proficiency L1.5

Positive attitude towards work

Problem solving and analytical skills

Familiarity with CRM tools

Ability to Improvise: Being able to think on your feet and adapt to unexpected situations is important.

* Free services are subject to limitations