The IT Service Desk Analyst serves as the initial point of contact for customers, handling incidents and requests, and maintaining information within the IT Service Management (ITSM) tool. This role also encompasses a variety of administrative duties.

KNOWLEDGE, SKILLS & EXPERIENCE:

Will have a proven background in information technology and will possess the following skills and experience:

• Technical Proficiency: Proven background in information technology with a dynamic personality and a commitment to owning incidents through to resolution.
• Communication Skills: Excellent written and oral communication skills. 1
• Adaptability: Flexible approach to work, with the ability to perform effectively under pressure.
• Teamwork: Encourages cooperative working and collaboration within the team.
• Problem-Solving: Strong problem-solving abilities and a customer-focused mindset.
• Environment: Ability to thrive in a fast-paced and dynamic environment.
• ITIL: Experience working within the ITIL Framework, specifically in Incident, Problem, and Change Management

RESPONSIBILITIES:

• Customer Support: Provide first-line support for incidents and service requests, logging and responding to all customer contacts, including walk-ups, phone calls, emails, and self-service portal communications.
• Incident Management: Perform initial diagnosis on all logged issues/incidents, taking appropriate steps to resolve faults and ensuring comprehensive details are captured from customers.
• Ticket Management: Regularly review and update incidents, ensuring timely and efficient resolution while keeping customers informed of progress.
• Communication: Proactively inform customers about the status of their incidents/service requests.
• Problem Management: Assist with root-cause analysis for problem management tickets.
• Documentation: Maintain effective records of work for current resolution procedures and internal processes within the team.
• Knowledge Management: Contribute to the maintenance of Knowledge Base articles in the ITSM tool.
• Flexibility: Be prepared to work outside normal hours to participate in project work or assist with major service outages.

ADDITIONAL RESPONSIBILITIES:

• Training and Development: Participate in ongoing training and development to stay current with industry trends and technologies.
• Customer Satisfaction: Strive to enhance customer satisfaction by delivering high quality service and support.
• Continuous Improvement: Identify opportunities for process improvements and contribute to the implementation of best practices within the service desk.