1st Line Service Desk Analyst

at  TBA Group

Country: United Kingdom
Location:Doncaster, DNC, United Kingdom
Location details:
Employment type: Undefined term
Full-time/part-time position: Full time
Workplace Type: Hybrid

KEY SKILLS AND EXPERIENCE

• Excellent communication skills, both verbal and written, with a customer-centric approach
• Some technical knowledge in the following areas :- MS O/S, MS Office Suite, application support
• Strong problem-solving skills and ability to think critically under pressure
• Organizational skills
• Time management
• Exposure to ITIL practices
• Ability to work independently and as part of a team in a fast-paced environment
• Customer focused
• Good problem-solving skills

• Serve as the first point of contact for clients seeking technical assistance via phone, email, or ticketing system.
• Triage, diagnose and troubleshoot issues, guiding clients through solutions or escalating to the appropriate team when necessary
• Manage customer liaison, pro-active feedback and customer queries from ticket creation to resolution
• Log calls in the Service Desk call logging system
• Flag common issues for problem investigation and resolution and linking recurring Incidents to open problems
• Daily/weekly monitoring checks on customer systems