Service Desk Analyst - L1

POSITION SUMMARY You will be part of our US multidisciplinary technical services team and will be responding to a variety of incidents and service requests across End User Support, Storage, Network, Virtualisation, Backup, DR and Microsoft technologies . You will also be supported by our established UK and India-based team.   The Service Desk Analyst performs predominantly 1st-line activities and plays a critical role in providing top-tier technical support to end-users, acting as the first point of contact for all IT-related issues. You will manage, triage, and resolve tickets efficiently, ensuring customers receive timely and accurate solutions.   Your work will directly contribute to high user satisfaction through exceptional customer service, technical troubleshooting, and ticket and stakeholder management.   We will also provide vendor training and a structured career path for all successful candidates.   EDUCATION AND EXPERIENCE - Experience in an IT support role focused on triaging tickets and resolving end-user issues. - Proficiency in IT service management tools and ticketing systems. - Customer Service Expertise: Strong focus on excellent customer service, with the ability to manage expectations, maintain professionalism, and solve problems efficiently. - Ticket Management Experience: Comfortable using IT service management tools to log, track, and prioritize tickets, ensuring timely resolution of issues. - Strong communication skills with an emphasis on maintaining positive customer relationships. - Experience in customer relationship management (CRM) software and task management tools. - Excellent organizational skills, time management, and multitasking abilities. - Analytical mindset with a problem-solving approach.   Other Requirements: - Ability to work in a fast-paced, dynamic environment, managing multiple tasks effectively. - Proactive attitude with a strong focus on continuous improvement and efficiency. - A willingness to undertake training and professional development, including certifications, to keep up with technological advancements.   KEY JOB ELEMENTS  You will be the backbone of the technical support system, managing the service desk ticketing system and ensuring all tickets are triaged, managed, and resolved in line with service level agreements (SLAs). Specific responsibilities include:   Ticket Management & Triaging: - Serve as the first point of contact for users seeking technical assistance, triaging issues into categories such as hardware, software, or network problems. - Effectively prioritize tickets based on urgency and impact, ensuring critical issues are escalated and resolved promptly. - Provide timely updates and follow up on all open tickets, maintaining clear communication with end-users.   Incident & Request Handling: - Log, track, and resolve incidents within the service desk’s ticketing system, ensuring accurate and timely documentation of all actions and resolutions. - Troubleshoot and resolve common hardware/software issues remotely, or escalate to higher-level support when needed. - Provide clear and concise instructions for resolving issues, ensuring users understand the steps taken or required to solve their problems. Customer Support Excellence: - Deliver exceptional customer service focused on user satisfaction and first-contact resolution where possible. - Handle all customer queries in a friendly, professional, and timely manner. - Provide users with updates on ticket status and expected resolution times. Service Level Agreement (SLA) Adherence: - Maintain a consistent focus on meeting SLAs for response times, resolution times, and overall service delivery. - Track and report on the progress of tickets, escalating issues when SLAs are at risk. Knowledge Base & Self-Service: - Assist in creating and maintaining internal knowledge base articles, FAQs, and troubleshooting guides to empower end-users to solve common issues on their own. - Proactively identify opportunities to expand self-service options and reduce ticket volume.   Continuous Improvement: - Identify recurring issues and suggest process improvements to reduce similar incidents in the future. - Collaborate with the broader IT team to implement improvements and prevent future service disruptions.   Collaboration and Communication: - Work closely with other IT teams and departments to resolve complex issues and escalate critical incidents when necessary. - Communicate effectively with users, providing timely updates and clear resolutions. PERSON SPECIFICATION   - Communication Skills: Exceptional interpersonal, written, and verbal communication skills, with the ability to clearly explain technical issues to non-technical users. - Problem-Solving Skills: Ability to diagnose technical issues, escalate complex problems appropriately, and offer clear, actionable solutions to users. - Customer service experience: Proven ability to handle customer issues with empathy, clarity, and professionalism. - Multitasking Ability: Comfortable handling multiple tickets simultaneously, prioritizing tasks, and adapting to changing demands. - Attention to Detail: Precise in managing ticket records, meeting SLAs, and ensuring all issues are documented accurately and completely. - Team Player: Willingness to collaborate with cross-functional teams to resolve issues effectively and on time. - Self-Motivated & Adaptable: Ability to work independently, take initiative to manage workloads, and adapt to evolving priorities. We are an equal opportunity employer and value diversity in our workforce. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, or any other protected characteristic under applicable law. We are committed to creating an inclusive environment where everyone can thrive.