About this role
The team is seeking a dedicated Analyst for their Service Desk team. This role is pivotal in supporting the organization's digital transformation initiatives by ensuring seamless service delivery and user satisfaction. The Analyst will work closely with various teams to troubleshoot issues, implement solutions, and enhance service processes.
Key Responsibilities:
- Provide first-level support for IT-related issues via phone, email, and chat.
- Diagnose and resolve technical problems related to hardware, software, and network connectivity.
- Document incidents and service requests in the ticketing system, ensuring accurate tracking and reporting.
- Collaborate with other IT teams to escalate complex issues and ensure timely resolution.
- Assist in the development and maintenance of user guides and training materials.
- Participate in service improvement initiatives and contribute to the overall efficiency of the Service Desk.
Required Skills & Qualifications:
- Proven experience in a service desk or technical support role.
- Strong understanding of ITIL principles and service desk best practices.
- Proficient in troubleshooting Windows and Mac operating systems, as well as common software applications.
- Familiarity with ticketing systems and remote support tools.
- Excellent communication and interpersonal skills, with a focus on customer service.
- Ability to work effectively in a fast-paced environment and manage multiple priorities.
Experience:
- 3-5 years of experience in IT support or a related field.
What we offer:
- A collaborative and inclusive work environment that values diversity.
- Opportunities for professional growth and development.
- Access to the latest technologies and tools to enhance your skills.
Applications are read by our talent team, usually within two working days.
If you look like a fit we will call you, and you will hear from us either way.