Service Desk Analyst

Service Desk Analyst Image
Service Desk Analyst




Ref: E10147NL

Job Description

Our Financial Services Client is looking for a Service Desk Analyst for an initial 6 Month Contract Role.

Service Desk is responsible for providing first line support for IT infrastructure and applications to all European businesses via phone, web and email.

As a member of the Service Desk team, the Service Desk Analyst is responsible for first line support to users across Europe; managing incidents, recording and alerting, initial support and classification, investigation and diagnosis, resolution and recovery, or assignment to second level teams as well as the administration of the Knowledge Base management system on behalf of the client.

Job Responsibilities

  • Provide first line support to customers via phone, email and web channels.
  • Perform triage, resolve incidents and respond to queries on PC’s, laptops, printers, mobile devices, and email and business applications.
  • Assign incidents to second line support teams when required.
  • Advise customers on optimum usage of services.
  • Contribute technical content and solutions, and maintain departmental procedures in the Knowledge Base.
  • Maintain excellent knowledge of operating environments, business teams, applications and vendors across all lines of business.
  • Maintain timely awareness of current initiatives, product rollouts and changes to technical environments.
  • Adhere to Service Desk processes and related procedures across the incident lifecycle.
  • Adhere to agreed service levels, targets and quality metrics.
  • Perform ad-hoc team related duties assigned by your manager.

Experience Required

  • Excellent inter personal skills.
  • Motivated to deliver a first class customer service.
  • Good problem solving and troubleshooting skills.
  • Good working knowledge of IT business technologies; networks, servers, Windows server and desktop operating system, PC hardware, Office applications.
  • Handles challenges and difficult situations positively.
  • Willingness to learn and develop new skills.
  • 1-2 years required working in IT or similar, in a customer facing role.

Educational Requirements

  • 3rd level IT qualification or equivalent.

Working Hours & Benefits

  • 40 Hours per week

How to Apply

If you are interested in this role, then please Apply along with your updated CV and I will be in touch with you to discuss your application in more detail, otherwise feel free to connect with me by whichever medium you are most comfortable with be that Linkedin, Email or Telephone. Remember we have limited our site to a maximum of 200 Jobs so if this Role is not a 100% match to your requirements please be sure to connect with us as we will most likely have another role which you may find more suitable.

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