Service Desk Analyst

Bristow Holland are currently recruiting of a Service Desk Analyst located near Bury St Edmunds, with the option of working 3 days from home and 2 in the office.

As a Service Desk Analyst, you will play a key role in providing first-line technical support to our clients. You will be responsible for handling incoming technical support requests via phone, email, and ticketing system, and ensuring that they are resolved efficiently and effectively.

Key Responsibilities:

• Respond to incoming technical support requests in a timely and professional manner
• Troubleshoot and resolve technical issues, such as software and hardware problems
• Provide clear and concise updates to clients on the status of their requests
• 1st Line Support
• Document all technical support interactions in the ticketing system
• Follow established processes and procedures for incident resolution
• Continuously seek to improve customer satisfaction and efficiency of technical support processes
• Participate in on-call rotation for after-hours support as required

Requirements:

• Strong technical background, with experience in Windows, Office 365, and general desktop support
• Excellent verbal and written communication skills
• Ability to prioritize tasks and handle multiple requests simultaneously
• Proven customer service skills, with a focus on delivering exceptional support
• Ability to work independently as well as part of a team
• Strong problem-solving and analytical skills
• Knowledge of ITIL framework is a plus

If you are passionate about technology and customer service, and want to make a difference, we want to hear from you!

Please apply with your updated CV to be considered for this exciting opportunity.