Service Desk Analyst  

The Service Desk Analyst will provide first and second line technical support to internal staff. The Successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role. Coverage includes remote users at other offices and home workers.

Other responsibilities include:

• Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
• Receiving, logging and managing calls from internal staff

via telephone and email

• Maintaining an Asset Database and track changes
• Troubleshoot basic network issues such as ADSL broadband issues.
• Escalate unresolved calls to the infrastructure support team
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• Publishing support documentation to assist staff with requests for Information & provide staff training if required

• Bachelor’s degree in Computer Science or any IT related course
• Must have experience in using ServiceNow
• Minimum 2 years experience in Service Desk environment
• Strong organizational skills; including establishing priorities, process facilitation and project management/communication.
• Must have a strong attention to detail.
• Exemplary interpersonal and customer service skills; ability to provide feedback in a respectful and warm but constructive approach.
• Excellent problem solving skills with the ability to facilitate resolution of a problem, and use proper judgment regarding when to escalate issues.
• Ability to be flexible and quickly adapt to changing business needs and processes
• Ability to multi­task and prioritize effectively.
• Ability to work with minimal guidance or supervision in a time critical environment. Strong team player willing to take on additional projects and duties as necessary.
• Proficient phone and computer skills, including MS Windows, MS Office, email and internet. Ability to learn additional applications as necessary.
• Incident Management experience – Managing incidents including business expectations and communication
• Basic User & Security Group Active Directory administration