Service Desk Analyst

Job description

Service Desk Analyst Location : 2 days per week onsite in our Wimbledon Office If you are passionate about providing a great level of service to IT end users and pride yourself on your customer service and problem solving skills, please read on... Our Service Desk is a vital entry point to Technology & Engineering, shaping user expectations and experiences across the business. This role is pivotal to maintaining business continuity by ensuring reliable IT support, minimizing downtime, and directly enhancing productivity and user experience across the organization. The objective is to maintain a strong focus on achieving a target of 75% first-time fix. The role covers the following Shift patterns, to ensure coverage of the core hours: 08:00 – 16:00 09:00 – 17:00 10:00 – 18:00 Key Responsibilities: Provide first-line support as the focal point of IT Support to end users via multiple channels (Phone, Email, Self Service), leveraging technical expertise. Incident management: Logging, categorizing, prioritizing and managing the life cycle of a ticket. Documenting progress within an Incident: Communications with end users on incident status and updates. Request management: Assist with re...