IT Service Desk Analyst

Purpose

Act as the routine contact point, receiving and handling requests for support. Respond to a broad range of service requests by providing information to fulfill requests or enable resolution. Provide first‑line investigation and diagnosis and promptly allocate unresolved issues. Assist with development standards, track, monitor, report, resolve or escalates issues, and contribute to the creation of support documentation.

• Follow agreed procedures and provide advice to users on systems, products, and services.
• Act as the routine contact point, receiving and handling requests for support.
• Respond to service requests by providing information to fulfil requests or enable resolution; apply client services standards to resolve or escalates clients' service problems.
• Assist users in making more effective use of desktop systems, products, and services; diagnose problems and advise known solutions.
• Assist with the development of client services standards and apply them to track, monitor, report, resolve or escalates issues.
• For all products, services and systems within the area of responsibility, demonstrate, install and commission systems and their routine upgrades; provide information on updates, known errors, changes in availability, and new facilities.
• Interpret technical or procedure manuals for non‑technical users and provide routine training on normal usage of systems, products and services.
• Prioritise and diagnose incidents according to agreed procedures.
• Investigate causes of incidents, analyse complex problem situations, and help users recover or continue operation.
• Ensure that requests are handled according to agreed procedures; for unresolved incidents, provide an effective interface between users and service providers with all necessary diagnostic information.
• Use judgement to set priority for resolution, monitor progress, and apply escalation procedures for unresolved incidents; ensure documentation of supported components is available and accessible to all who need it.
• Propose, discuss, and evaluate potential solutions with service providers and implement agreed field modifications or workarounds as directed.
• Facilitate recovery following the resolution of incidents and document and close resolved incidents according to agreed procedures.

• At least 2 years of experience in a Service Desk providing support to a complex customer base.
• Diagnosing and resolving IT related support requests (hardware, software and applications).
• Experience with processes and procedures based on the ITIL Framework (Incident, Problem, Change, etc.).
• Contributing to the improvement of service processes and customer satisfaction.
• ITIL Foundation in IT Service Management (required).
• Senior Service Desk Analyst – SDI (preferred).
• A+ or equivalent (preferred).
• BCS Certificate in Service Desk and Incident Management (preferred).
• Strong problem‑solving skills, including systematic analysis and critical reflection.
• Ability to acquire a proper understanding of problems by breaking them down and selecting appropriate methods or tools.
• Understanding of underlying issues in complex problems and the ability to relate them to simpler concepts or prior experiences.
• Capability to identify gaps in information needed to understand a problem and devise ways to resolve them.
• Willingness to adapt responses to new information or changing business requirements.
• Effective communication skills for reporting and email communication.
• Ability to establish and maintain relationships with people from a variety of backgrounds and disciplines.
• Familiarity with Service Management Tools and incident database interrogation.
• Experience with techniques for identifying, gathering and validating customer needs in IT service delivery.
• Knowledge of IT/IS infrastructure—including hardware, databases, cloud, operating systems, SAN, middleware/SOA, networking, virtualization and cloud services—and the IT applications and service processes used within the organization.
• Awareness of the application of automated systems to support specific business functions or processes.
• Understanding of planning and managing the interaction between…