Cantourage UK

Analyst

• 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

Service Desk Analyst