Service Desk Request Management Analyst

Stackstudio Digital.; England; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading IT service provider is seeking a Service Desk, Request Management Analyst to provide first-line technical support in Warrington, UK. The role involves managing user-reported issues, fulfilling service requests, and delivering support on a rotational shift basis, including nights and weekends. Ideal candidates should possess strong analytical skills and a competency in working with computer systems and applications. This position offers a dynamic work environment and the opportunity to enhance user satisfaction.

Qualifications

• Competent aptitude for working with applications and computer systems.
• Ability to analyze, diagnose, and resolve technical issues.
• Experience providing technical support to users.

Responsibilities

• Deliver services on a rotational 24x7x365 shift basis.
• Act as a single point of contact for technical support queries.
• Manage and fulfill service requests like software installations.

Job description

Role / Job Title: Service Desk, Request Management Analyst

Work Location: Warrington, UK (Office Based)

The Role

The IT Service Desk and Request Management Analyst will be the first point of contact for providing technical support to designated users. The role requires a competent aptitude for working with applications, computer systems, and handheld devices, as well as the ability to undertake analysis, diagnosis, and resolution of issues ranging from straightforward to complex.

Responsibilities

• Deliver services on a rotational 24x7x365 shift basis, including weekends and night shifts
• Act as a single point of contact for phone calls, chat, portals, alerts, and emails regarding issues and queries
• Handle and resolve user-reported issues or alerts promptly, ensuring minimal disruption to business operations
• Manage and fulfil service requests such as software installations, access permissions, and hardware/software setup
• Create and maintain documentation and knowledge bases to streamline support processes and improve efficiency
• Ensure clear and effective communication with users, keeping them informed of issue and request status to ensure customer delight
• Log all customer contacts in the provided tool and take ownership of incidents through to resolut...