Service Desk, Request Management Analyst

Stackstudio Digital.; Warrington; On-site; GBP 40,000 - 60,000; Full time

Job summary

A digital support solutions company located in Warrington seeks a Service Desk, Request Management Analyst. This role requires providing technical support to users, handling service requests, and maintaining clear communication. Candidates should have troubleshooting skills and the capability to manage multiple communications methods effectively. The position operates on a 24x7 rotational shift basis, ensuring minimal disruption to business operations through prompt issue resolution.

Qualifications

• Aptitude for working with applications and computer systems.
• Ability to undertake analysis, diagnosis, and resolution of technical issues.
• Experience in managing service requests and documentation.

Responsibilities

• Deliver services on a rotational 24x7x365 shift basis.
• Act as the single point of contact for various issues and queries.
• Maintain documentation and knowledge base to improve efficiency.

Skills

Technical support

Customer communication

Problem-solving

Documentation skills

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.

Your 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...