Service Desk Analyst

Overview

First point of contact for IT support, handling incidents and requests in 24x7 MSP

Key Responsibilities

• help desk
• troubleshooting
• incident logging
• itsm records
• escalation
• shift handover

Tasks

-Serve as the first point of contact for IT support via phone, email, and ticketing system. -Develop your technical and customer service skills with guidance and training from senior team members. -Maintain clear and accurate records of all support interactions in the IT service management tool. -Provide basic troubleshooting for hardware, software, user access, and network-related issues. -Follow shift handover procedures and contribute to ongoing knowledge sharing. -Log, classify, and prioritize incidents and service requests. -Use provided documentation and standard procedures to resolve common issues. -Escalate complex problems to senior analysts or technical teams while keeping the user informed.

Requirements

• shift work
• detail oriented
• windows os
• office 365
• communication
• customer focus

What You Bring

-Willingness to work in a shift-based 24x7 environment, including nights and weekends. -Strong attention to detail and willingness to learn from feedback. -Basic understanding of common IT concepts (e.g., Windows OS, Office 365, user accounts). Ability to follow instructions and standard procedures accurately. -Excellent communication skills and a customer-focused approach.

People Also Searched For

Benefits

-Performance Bonus Our Group-wide bonus scheme enables you to reap the rewards of your success -Employee Assistance Programme Free advice, support, and confidential counselling available 24/7 through Care First -MatchIt! Fundraise for a cause close to your heart and OneAdvanced will match part of the funding -Volunteering Time Our volunteering leave scheme allows you to use your time to help those who need it -Development Programmes From Future Managers to Leadership Training, our development programmes help you get where you need to go -Pennies from Heaven donate the pennies from your pay check to help make a difference without lifting a finger -Pension Scheme Our plan with Scottish Widows offers 5% matched contribution by the company -Annual Leave 26 days of annual leave, plus public holidays and the ability to buy additional days -Online Learning Platform: SkillsHub! - Learning at your fingertips, anytime from anywhere. You can access our online library with relevant content for your career growth. We also offer a range of external training opportunities including apprenticeship. -Income protection insurance Providing you with support and assistance when you need it most -Performance & Talent Our own technology platform that allows you to get real-time feedback, conversations and goals to help you become your best self

About Sulaiman Alqudaibi Co. For Grp & Plastic Products

-Pioneered polymer concrete manholes and jacking pipes in the early 1990s and added GRE pipes in 2000. -Achieved ISO 9001 and ISO 14001 certifications and became the first fully Kuwaiti‑owned GRP pipe supplier approved by Kuwait Oil Company. -Supplies major infrastructure customers like Kuwait’s Ministry of Public Works and exports to Qatar and Singapore. -Manufactures a broad product range: GRP/FRP pipes, GRE pipes, polymer concrete jacking pipes, manholes and GRP tanks. -GRP pipes are produced via dual filament and continuous winding—durable, corrosion‑resistant solutions for sewage, desalination, subsea and industrial uses. -A fully Kuwaiti, independent manufacturer—unique in Gulf‑region GRP production without foreign partnerships.

Sector Specialisms