Service Desk Analyst - #2091146

Experience and Skills

• Graduate with at least 6 years of experience working as Service Desk personnel in the UK, with a proven track record of handling complex technical issues and leading service desk operations.
• Excellent English communication skills, demonstrated by a Versant Score of 70 or higher.
• Advanced knowledge of ITIL processes, including Incident, Change, and Problem Management, with the ability to implement and improve these processes.
• Strong expertise in Active Directory management, Microsoft 365 services, and network troubleshooting.
• Experience in mentoring junior team members and contributing to team development.
• Hands-on experience with ITSM tools like ServiceNow and remote support tools such as BeyondTrust.
• Proven ability to analyze service performance metrics and implement improvements to enhance efficiency and user satisfaction.

Responsibilities

• Lead the Service Desk team in handling Incidents and Service Requests, ensuring high-quality service delivery.
• Collaborate closely with the Service Manager to align service desk operations with business goals.
• Develop and share advanced Service Desk reports, providing insights into performance and areas for improvement.
• Drive process automation and self-service initiatives to reduce repetitive manual tasks and improve efficiency.
• Provide expert-level technical support via phone, email, live chat, and self-service platforms, ensuring a professional and user-friendly experience.
• Handle complex troubleshooting for advanced technical issues, minimizing the need for escalation to higher-level support.
• Manage and optimize Active Directory tasks, including account creation, group policy management, security access control, and directory synchronization.
• Deliver advanced support for Microsoft 365 services, including Exchange Online, Teams, SharePoint, and OneDrive.
• Troubleshoot and resolve network issues, including DNS, DHCP, VPN, firewall, and proxy configurations.
• Utilize tools like SCCM or Intune for remote desktop and endpoint management.
• Monitor and manage IT service tickets, ensuring proper categorization, prioritization, and timely resolution.
• Create and analyze detailed reports to track service performance and recommend improvements.
• Maintain and update the knowledge base with advanced guides, FAQs, and technical documentation.
• Ensure proper ticket logging and assignment, prioritizing issues based on severity and business impact.
• Proactively follow up on incidents to meet service deadlines and prevent business interruptions.
• Escalate unresolved issues promptly to avoid prolonged downtime.
• Use ITSM tools like ServiceNow to manage tickets and workflows efficiently.
• Provide remote support using tools like BeyondTrust to resolve user issues quickly and effectively.

Soft Skills

• Exceptional customer service skills, with the ability to handle complex and high-pressure situations calmly and professionally.
• Strong leadership and mentoring abilities, fostering a collaborative and productive team environment.
• Analytical mindset with excellent problem-solving skills to address technical and operational challenges.
• Highly organized and detail-oriented, ensuring accurate documentation and efficient task management.
• Empathetic and patient, with a user-focused approach to resolving issues.
• Ability to prioritize tasks effectively and manage competing demands in a fast-paced environment.