IT Service Desk Analyst - Shift

Working in an IT support environment, that is central to provide smooth running, efficiencies to our customers and services. The IT Service Desk Analyst is first point of customer contact, focusing on continuous operation of a customer estate.

You will be supported with personal development opportunities including training and exposure to new technologies.

Handling and logging calls from end users in ServiceNow

Ensuring end user Incidents and requests are handled per pre-defined SLA's for response time, updates and closure

Delivering a great customer experience

• Logging, updating and resolving Incidents and Requests
• Prioritising and monitoring IT issues, ensuring they are resolved within agreed SLA’s
• Diagnose and resolve IT issues, collaborating and elevating to 2nd line or other resolver teams
• Creating knowledge articles and IT documentation
• Ability to use initiative or work as part of a team to resolve IT issues

• Excellent communication skills (Communication to customers verbal and written is mandatory)
• Good problem-solving skills
• Organise workload effectively.
• Decision-making skills
• A Professional working attitude