Service Desk Analyst

Description

• Send Vacancy to a friend
• Contribute to weekly service desk reporting and maintain support documentation/SOPs
• Log and manage incidents via GBS service desk software with accuracy and attention to detail
• Assess business impact, assign appropriate SLAs, and escalate issues promptly when needed
• Be flexible to support out-of-hours work when required (by mutual agreement)
• Own user issues from start to resolution, ensuring timely updates and clear communication
• Follow Incident Management procedures and maintain documentation and asset records
• Provide 1st Line Support, resolving most IT requests (hardware/software) at first contact
• Act as the first point of contact for IT issues and queries, delivering high-quality customer service
• Liaise with third-party suppliers to resolve issues and ensure SLA compliance

Requirements

• Excellent customer service skills
• Experience with Incident Management and SLAs
• Strong problem-solving skills and attention to detail
• Proficiency in using service desk software and maintaining accurate records
• Ability to work effectively with Third Party Suppliers
• Ability to troubleshoot, diagnose, and resolve IT-related issues
• Excellent communication skills (verbal & written)

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance