Cantourage UK

Service Desk Analyst

Cantourage UK

full-time

Posted on:

Origin:  • 🇬🇧 United Kingdom

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Salary

💰 £40,000 - £50,000 per year

Job Level

Mid-LevelSenior

Tech Stack

ITSMServiceNow

About the role

  • Provide Level 1 and 2 technical support to end-users via phone, email, chat, or in-person
  • Diagnose and resolve complex issues related to software, hardware, network connectivity, and IT systems
  • Escalate unresolved issues to appropriate teams or Level 3 support for further investigation and resolution
  • Act as the primary point of escalation within the team for advanced support needs
  • Log and track incidents using the IT service management system, ensuring accurate documentation of all support interactions
  • Prioritise and manage the resolution of incidents based on severity and impact, meeting defined service level agreements (SLAs)
  • Oversee incident management processes, ensuring prompt and accurate handling of issues
  • Analyse recurring technical issues and trends to identify underlying problems and recommend permanent solutions
  • Collaborate with other IT teams to implement preventive measures and enhancements to minimise future incidents
  • Lead efforts in continuous improvement for problem resolution processes
  • Lead and mentor Service Desk team members, providing guidance and support to foster professional development
  • Conduct training sessions and workshops to educate end-users on IT tools, systems, and best practices
  • Develop and maintain user-friendly documentation, knowledge base articles, and FAQs to empower end-users to resolve common issues independently
  • Assist in the management of IT assets and configurations, including software licenses, hardware inventory, and configuration baselines
  • Perform regular audits and updates to ensure accuracy and compliance with organisational policies and standards
  • Proactively identify opportunities to improve service delivery processes, tools, and workflows
  • Participate in team meetings, peer reviews, and knowledge-sharing sessions to contribute to the overall effectiveness of the Service Desk
  • Work closely with the Service Desk Team Lead and other senior management to implement strategic improvements in service quality

Requirements

  • Bachelor’s degree in computer science, information technology, or a related field (or equivalent experience)
  • Minimum 4-5 years in a technical support role, preferably in a service desk environment
  • Strong proficiency in troubleshooting software and hardware issues on Windows and/or Mac platforms
  • Demonstrated problem-solving and analytical skills
  • Knowledge of ITIL framework and experience with IT service management tools (e.g., ServiceNow, Jira Service Management)
  • Excellent communication and customer service skills, with the ability to explain technical concepts to non-technical users
  • Proven leadership skills, with experience in team supervision or mentoring
  • Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or ITIL Foundation are a plus
  • Ability to work independently and as part of a team, with a customer-focused attitude and a commitment to high-quality support and service