Overview
The 1st Line Service Desk Analyst will be a critical part of a growing Service Desk team, serving as the primary point of contact for end users during a major service transition within a dynamic tech environment. The successful candidate will provide timely support through various channels, handling common technical issues and ensuring effective communication with users, while also collaborating with resolver teams for escalated problems.
Responsibilities
- Provide 1st line support via phone and ticketing system.
- Handle common requests such as password resets and basic hardware/app troubleshooting.
- Log, update, and maintain accurate tickets and notes.
- Define and escalate work packages to the relevant resolver group or provider.
- Support the operational transition as system and process changes occur.
Requirements
- Minimum 2 years of experience in a service desk, helpdesk, or 1st line support role.
- Strong customer service and communication skills.
- Practical troubleshooting ability and a calm, solution-oriented approach.
- Exposure to Remedy and/or ServiceNow is desirable.
- Experience working through service transitions or change programmes is desirable.