Description:
The IT Service Desk Analyst plays a crucial role in providing technical support and assistance to end-users within an organization. This role involves diagnosing and resolving technical issues, responding to IT service requests, and ensuring the smooth operation of IT systems. The IT Service Desk Analyst is responsible for delivering excellent customer service, troubleshooting problems, and escalating issues when necessary.
Key Accountabilities & Responsibilities
Technical Support:
- Provide first-line technical support to end-users via phone, email, chat, or in-person.
- Troubleshoot hardware, software, and network issues to identify and resolve problems promptly.
- Walk end-users through problem-solving steps and provide clear instructions.
- Business support 24/7 on rota basis.
Incident Management
- Log, categorize, prioritize, and track incidents and service requests using a ticketing system.
- Ensure timely resolution of incidents, meeting defined service level agreements (SLAs).
- Escalate complex issues to higher-level support teams when necessary.
Customer Service
- Deliver exceptional customer service by addressing end-user concerns professionally and courteously.
- Communicate effectively with end-users to gather information, set expectations, and provide updates on issue resolution.
- Support remote business units by being present one day in a month.
Documentation
- Maintain accurate and detailed documentation of support activities, including troubleshooting steps and issue resolutions.
- Create and update knowledge base articles to assist end-users with common problems.
User Training
- Conduct user training sessions and create user guides to empower end-users to resolve common issues independently.
System Monitoring
- Monitor IT systems and networks for performance issues, outages, and security threats.
- Take proactive measures to prevent potential problems and escalate issues as needed.
Collaboration
- Collaborate with other IT teams and departments to address complex technical issues and improve overall system performance.
- Participate in team meetings, training sessions, and continuous improvement initiatives.
Essential
Key Skills & Knowledge
- Must have excellent customer service and communication skills.
- Good knowledge in troubleshooting and customer’s engagement.
- 1 – 2years experience in a Service desk support / customer focused environment
- Own transport.