Service Desk Analyst: On Client Site in Watford
On-site · Watford, England, United Kingdom
Job Summary
On-site Service Desk Analyst role supporting a client in Watford; acts as the first point of contact for technical issues and service requests, owning incidents from triage to resolution, communicating updates to end users and internal resolver teams; triages and resolves faults within area of expertise, escalates when needed, supports systems including MS Office, Windows OS, and Active Directory, and maintains knowledge-base documentation while working to SLAs and delivering a positive customer experience.
Required Qualifications
- Previous experience in a Service Desk or technical support environment, ideally with a Managed Service Provider
- Comfortable working with Active Directory, Windows 10+, iOS, and Android
- A natural communicator who is able to translate technical issues into plain English for non-technical users
- Calm under pressure, proactive by nature, and someone who takes ownership rather than passing the buck
- ITIL v3 Foundation (minimum)
- Experience with Hornbill is a bonus, but not essential
- Strong customer service track record and a team-first attitude
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