Service Desk Analyst
On-siteWakefield, England, United Kingdom
Job Summary
Manage incidents and service requests efficiently, ensuring prompt resolution and excellent customer service as the first point of contact for customers, partners, and suppliers. Meet Service Level Agreement (SLA) and Key Performance Indicator (KPI) targets while acting as a key liaison between customers, suppliers, and internal teams to drive effective problem resolution. Maintain accurate records, contribute to the knowledge base, and improve data quality for better service delivery. Prioritize tasks under pressure to support first-time resolutions and enhance customer satisfaction. Work in a fast-paced environment using IT Service Management (ITSM) tools to diagnose technical issues and explain solutions to non-technical users.
Required Qualifications
- Strong communication skills
- Excellent written and verbal communication
- Ability to explain technical solutions in clear, simple terms to non-technical users
- Experience using IT Service Management (ITSM) tools
- Strong problem-solving skills
- Logical approach to diagnosing technical issues
- Proven ability to prioritise tasks
- Ability to work under pressure
- Ability to adapt to changing situations
- Collaborative approach
- Strong understanding of customer needs
- Understanding of IT environments
- Understanding of service expectations
- Ability to work in one of our offices
Desired Qualifications
- ITIL V3/4 Foundation
- Customer service accreditation
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.