Service Desk Analyst

The primary purpose of this role is to provide exceptional technical support to end users, ensuring the smooth operation of technology systems and applications. You will play a crucial role in resolving technical issues, managing user inquiries, and maintaining high levels of customer satisfaction.

Your efforts will contribute to a positive technology user experience and overall operational efficiency of the company's Technology workplace Services function.

Required Skills and Qualifications:
• Customer Obsessed & Delivering Service Like No Other
• Respond to incoming user inquiries, incidents, and service requests via various communication channels
• Diagnose and troubleshoot technical issues related to hardware, software, and network connectivity
• Provide timely and effective solutions or escalate complex problems to appropriate teams
• Document and track all interactions and resolutions in the incident management system
• Collaborate with other teams to resolve incidents and fulfil service requests
• Monitor and manage ticket queues, ensuring timely response and resolution.

Driving Commercial & Operational Achievement
• Collaborate with colleagues to ensure continuous coverage of SERVICE DESK operations
• Proactively identify and address recurring technical problems to prevent future incidents
• Contribute to process improvement initiatives to enhance the SERVICE DESK processes
• Maintain knowledge base articles and user guides for common issues and resolutions.
Experiences
• IT Graduate, or someone with a keen interest in kick-starting their technology career
• A proven track record of achievement and quality customer service in your current role.

Technical Skills
• Degree in Computer Science, Engineering, or a related field is beneficial
• Understanding of service management tools and systems, and a knowledge of technology infrastructure,
networks, applications, and their inter-dependencies.
• Knowledge and experience working across a variety of technology platforms and applications, an
understanding of relevant programming languages is a plus.