Service Desk Analyst

The Service Desk Analyst will be responsible for providing first and second-line technical support to users across a range of IT applications, platforms, and technologies. The role requires excellent communication, troubleshooting, and problem-solving skills to ensure the efficient resolution of issues and delivery of high-quality IT support services.

• Provide technical support for a wide range of IT applications, email, and business platforms.
• Investigate, diagnose, and resolve IT issues in a timely and efficient manner.
• Log and manage incidents and service requests using service desk tools and technologies.
• Escalate unresolved issues to higher-level support teams where necessary.
• Create, update, and maintain procedural and support documentation.
• Produce accurate management information and service reports when required.
• Deliver excellent customer service by developing strong working relationships with users and stakeholders.
• Support knowledge-sharing within the IT team by contributing to internal knowledge bases and documentation.
• Ensure adherence to IT service delivery best practices and frameworks.
• Collaborate effectively within the team and with other departments to achieve service goals.
• Strong technical knowledge across a range of IT applications and systems.
• Excellent communication skills (verbal and written) with the ability to explain technical issues clearly.
• Strong organisational skills with the ability to manage multiple tasks simultaneously.
• Effective problem-solving and troubleshooting skills.
• Empathic listener with strong customer service orientation.
• Ability to work independently and take initiative while also being an effective team player.
• Ability to manage time effectively and remain punctual under pressure.
• Detail-oriented with the ability to maintain accuracy and consistency in work.

• Minimum of 3–5 years of experience supporting IT systems, applications, and platforms.
• Proven experience using service desk tools, remote access technologies, and knowledge management resources.
• Experience producing procedural/support documentation and management reports.
• Demonstrated ability to deliver high-quality customer service.
• Familiarity with IT service management best practices (e.g., ITIL framework preferred).

• Opportunity to work with a collaborative and supportive IT team.
• Exposure to a wide range of IT systems and applications.
• Professional development and growth opportunities.
• Be part of a culture that values teamwork, initiative, and customer satisfaction.