About The Role
Are you passionate about technology and helping people? Were looking for a Service Desk Analyst to provide first-line technical support to our managed service customers. If you thrive in a fast-paced environment and enjoy solving problems while delivering great customer service, wed love to hear from you.
Working pattern: Monday Friday, Day Shift (Remote, UK)
What Youll Do
Customer Focus: Demonstrates a high level of commitment to providing excellent customer service, ensuring a positive experience for users, and adhering to service management principles.
Communication Skills: Proficient in communicating clearly and effectively.
Problem-Solving and Decision-Making: Takes initiative in resolving incidents within their expertise, accurately triaging requests, and escalating issues when necessary while maintaining ownership until resolution.
Accountability: Shows responsibility for user incidents and requests, ensuring follow-ups and updates are consistently provided, taking proactive steps to complete tasks.
Teamwork: Works well with other analysts and customer resolver teams to escalate, communicate, and resolve user issues, fostering a cooperative environment.
Attention to Detail: Accurately records and monitors incidents and requests
Empathy and Patience: Exhibits understanding and patience when dealing with user concerns, especially during complex or recurring issues
If you enjoy solving problems, supporting users, and being part of a collaborative team, this could be the role for you.
Apply now and be part of a team that keeps businesses running smoothly.
LNKD1_UKTJ
Are you passionate about technology and helping people? Were looking for a Service Desk Analyst to provide first-line technical support to our managed service customers. If you thrive in a fast-paced environment and enjoy solving problems while delivering great customer service, wed love to hear from you.
Working pattern: Monday Friday, Day Shift (Remote, UK)
What Youll Do
- Provide first-line support via phone, email, and self-service channels
- Take ownership of incidents and service requests from start to resolution
- Troubleshoot issues across Windows, MS Office, Active Directory, and mobile devices
- Escalate complex issues while keeping users updated
- Log and manage tickets through ITSM tools and maintain accurate documentation
- Experience in a Service Desk or MSP environment
- Strong customer service and communication skills
- Knowledge of Windows 10+, Active Directory, and remote support tools
- Ability to explain technical issues to non-technical users
- ITIL Foundation (v3 or above) preferred
Customer Focus: Demonstrates a high level of commitment to providing excellent customer service, ensuring a positive experience for users, and adhering to service management principles.
Communication Skills: Proficient in communicating clearly and effectively.
Problem-Solving and Decision-Making: Takes initiative in resolving incidents within their expertise, accurately triaging requests, and escalating issues when necessary while maintaining ownership until resolution.
Accountability: Shows responsibility for user incidents and requests, ensuring follow-ups and updates are consistently provided, taking proactive steps to complete tasks.
Teamwork: Works well with other analysts and customer resolver teams to escalate, communicate, and resolve user issues, fostering a cooperative environment.
Attention to Detail: Accurately records and monitors incidents and requests
Empathy and Patience: Exhibits understanding and patience when dealing with user concerns, especially during complex or recurring issues
If you enjoy solving problems, supporting users, and being part of a collaborative team, this could be the role for you.
Apply now and be part of a team that keeps businesses running smoothly.
LNKD1_UKTJ