Service Desk Analyst
William Hill
Job description The Service Desk team is characterized by a customer-centric focus, exceptional technical expertise, and strong problem-solving skills. Our team members are empathetic, communicative, and responsive, ensuring quick and effective support for our users. We boast a broad knowledge base, engage in continuous learning, and utilize a tiered support structure for efficient issue resolution. Our effective processes, such as standard operating procedures and ITIL frameworks, combined with robust tools like ticketing systems and remote support software, enhance our operational efficiency. We foster a collaborative environment, promote a positive work culture, and value customer feedback to refine processes and maintain high service standards. We are looking for highly skilled and experienced Service Desk Analyst to play a key role in our IT support team. The successful candidate will be one of the team's champion in resolving challenging technical issues, showcasing a mastery in troubleshooting complex software, hardware, network issues, and ensuring top-notch security practices. This position is vital for maintaining service operation, significantly contributing to user satisfaction and safeguarding business operations. The successful candidate will also help us drive our ongoing efforts towards task automation, process simplification and documentation enhancements.
Role Objective:
1. Provide First-Line Technical Support: • Serve as the initial point of contact for users experiencing IT-related issues. • Resolve technical problems efficiently, including hardware, software, network, and other IT systems. • Escalate complex issues to higher-level support when necessary. 2. Ensure High-Quality Customer Service: • Deliver prompt, professional, and courteous service to all users. • Maintain a high level of customer satisfaction by addressing inquiries and concerns effectively. • Follow up on unresolved issues to ensure a satisfactory resolution. 3. Troubleshooting and Problem Resolution: • Diagnose and troubleshoot technical problems using standard procedures and tools. • Identify recurring issues and suggest improvements to reduce future incidents. • Log and track all incidents and service requests in the ticketing system. 4. Documentation and Reporting: • Accurately document all interactions and solutions in the service desk system. • Create and update knowledge base articles and user guides. • Generate reports on service desk performance metrics and trends. 5. Collaboration and Communication: • Work closely with other IT team members to resolve complex issues. • Communicate effectively with users, keeping them informed of progress and solutions. • Participate in team meetings and contribute to continuous improvement initiatives. 6. Adherence to Policies and Procedures: • Follow established service desk protocols and procedures. • Ensure compliance with organizational IT policies and security standards. • Stay updated with changes in technology and best practices in IT service management. 7. Training and Development: • Continuously improve technical skills and knowledge through training and professional development. • Assist in training new service desk staff and users on IT systems and processes. • Stay informed about the latest developments in IT service management and related technologies.
Role Responsibilities:
1. Incident Management: • Serve as the first point of contact for all IT-related issues and service requests. • Log, categorize, and prioritize incidents and service requests in the ticketing system. • Resolve incidents at first contact whenever possible or escalate to appropriate teams when necessary. 2. Technical Support: • Provide technical support for hardware, software, network, and other IT systems. • Troubleshoot and diagnose technical issues using standard procedures and tools. • Install, configure, and maintain computer hardware, software, and peripheral devices. 3. User Assistance and Education: • Assist users in understanding and utilizing IT resources effectively. • Provide guidance on best practices and offer training on IT systems and software applications. • Develop and maintain user documentation, FAQs, and how-to guides. 4. Communication: • Keep users informed about the status of their incidents and service requests. • Communicate effectively with users to understand their issues and provide clear resolutions. • Liaise with other IT team members to ensure the efficient resolution of complex issues. 5. Monitoring and Maintenance: • Monitor IT systems and networks to identify and resolve issues proactively. • Monitor ticket queues, live queues and channels to support users. • Ensure all tickets have been updated with relevant information. 6. Documentation: • Document all incidents, service requests, and resolutions accurately in the ticketing system. • Maintain and update the knowledge base with new solutions and troubleshooting steps. • Generate and analyze reports on service desk performance and common issues.
Work Arrangement: • Must be willing to work up to 5 days in the office per week (currently on a hybrid setup but should not mind if there are changes on RTO arrangement) • Must be willing to work on shifting schedule • Must be willing to work on short notice change in schedule (still within a reasonable period) • Must be willing to work on odd schedules depending on the business need • Must be willing to work on extended hours if necessary (simply to cover short gaps)
Required Skills and Experience:
1. Technical Proficiency: • Strong understanding of computer hardware, software, and networking. • Proficiency in troubleshooting and resolving technical issues across various platforms (Windows, macOS, Linux). • Knowledge of remote desktop applications and help desk software. 2. Customer Service Skills: • Excellent communication skills, both verbal and written. • Ability to listen to user concerns, ask relevant questions, and provide clear, concise instructions. • Patience and empathy in dealing with users of varying technical abilities. 3. Problem-Solving Abilities: • Strong analytical and diagnostic skills. • Ability to think critically and creatively to resolve technical problems. • Aptitude for identifying root causes and implementing effective solutions. 4. Time Management and Organizational Skills: • Ability to prioritize tasks and manage time effectively in a fast-paced environment. • Strong organizational skills to handle multiple issues simultaneously. • Attention to detail in documenting incidents and solutions. 5. Team Collaboration: • Ability to work well in a team-oriented environment. • Willingness to share knowledge and assist colleagues with complex issues. • Effective communication and coordination with other IT support teams. 6. Technical Documentation: • Skill in creating and updating technical documentation and user guides. • Ability to maintain accurate records of incidents and resolutions in the ticketing system. 7. Adaptability and Continuous Learning: • Willingness to stay updated with new technologies and industry trends. • Ability to adapt to changing tools, technologies, and procedures. • Commitment to ongoing professional development.
Required Experience:
1. Educational Background: • Bachelor’s degree in Computer Science, Information Technology, or a related field, or, • Work experience on an IT / Service Desk related field. 2. Relevant Certifications (preferred but not required): • Microsoft Azure Certification • Microsoft Certified: Modern Desktop Administrator Associate • ITIL Foundation Certification • Microsoft O365 Certification 3. Work Experience: • 5+ years experience in a technical support or help desk role. • Experience with common IT service management tools and ticketing systems (e.g. JIRA, ServiceNow, Zendesk). • Experience in providing remote support to users via phone, email, and remote desktop tools. 4. Technical Knowledge: • Familiarity with Microsoft Technologies (AD, DHCP, DNS, GPO, DFS, PKI, IIS, SQL) • Familiarity with Cloud Technologies (AWS, Microsoft Azure, Office 365) • Basic understanding of networking concepts (LAN/WAN, TCP/IP, DNS, DHCP, Firewall, Subnetting, IP Addressing) • Knowledge of cybersecurity best practices and data protection.
Role Objective:
1. Provide First-Line Technical Support: • Serve as the initial point of contact for users experiencing IT-related issues. • Resolve technical problems efficiently, including hardware, software, network, and other IT systems. • Escalate complex issues to higher-level support when necessary. 2. Ensure High-Quality Customer Service: • Deliver prompt, professional, and courteous service to all users. • Maintain a high level of customer satisfaction by addressing inquiries and concerns effectively. • Follow up on unresolved issues to ensure a satisfactory resolution. 3. Troubleshooting and Problem Resolution: • Diagnose and troubleshoot technical problems using standard procedures and tools. • Identify recurring issues and suggest improvements to reduce future incidents. • Log and track all incidents and service requests in the ticketing system. 4. Documentation and Reporting: • Accurately document all interactions and solutions in the service desk system. • Create and update knowledge base articles and user guides. • Generate reports on service desk performance metrics and trends. 5. Collaboration and Communication: • Work closely with other IT team members to resolve complex issues. • Communicate effectively with users, keeping them informed of progress and solutions. • Participate in team meetings and contribute to continuous improvement initiatives. 6. Adherence to Policies and Procedures: • Follow established service desk protocols and procedures. • Ensure compliance with organizational IT policies and security standards. • Stay updated with changes in technology and best practices in IT service management. 7. Training and Development: • Continuously improve technical skills and knowledge through training and professional development. • Assist in training new service desk staff and users on IT systems and processes. • Stay informed about the latest developments in IT service management and related technologies.
Role Responsibilities:
1. Incident Management: • Serve as the first point of contact for all IT-related issues and service requests. • Log, categorize, and prioritize incidents and service requests in the ticketing system. • Resolve incidents at first contact whenever possible or escalate to appropriate teams when necessary. 2. Technical Support: • Provide technical support for hardware, software, network, and other IT systems. • Troubleshoot and diagnose technical issues using standard procedures and tools. • Install, configure, and maintain computer hardware, software, and peripheral devices. 3. User Assistance and Education: • Assist users in understanding and utilizing IT resources effectively. • Provide guidance on best practices and offer training on IT systems and software applications. • Develop and maintain user documentation, FAQs, and how-to guides. 4. Communication: • Keep users informed about the status of their incidents and service requests. • Communicate effectively with users to understand their issues and provide clear resolutions. • Liaise with other IT team members to ensure the efficient resolution of complex issues. 5. Monitoring and Maintenance: • Monitor IT systems and networks to identify and resolve issues proactively. • Monitor ticket queues, live queues and channels to support users. • Ensure all tickets have been updated with relevant information. 6. Documentation: • Document all incidents, service requests, and resolutions accurately in the ticketing system. • Maintain and update the knowledge base with new solutions and troubleshooting steps. • Generate and analyze reports on service desk performance and common issues.
Work Arrangement: • Must be willing to work up to 5 days in the office per week (currently on a hybrid setup but should not mind if there are changes on RTO arrangement) • Must be willing to work on shifting schedule • Must be willing to work on short notice change in schedule (still within a reasonable period) • Must be willing to work on odd schedules depending on the business need • Must be willing to work on extended hours if necessary (simply to cover short gaps)
Required Skills and Experience:
1. Technical Proficiency: • Strong understanding of computer hardware, software, and networking. • Proficiency in troubleshooting and resolving technical issues across various platforms (Windows, macOS, Linux). • Knowledge of remote desktop applications and help desk software. 2. Customer Service Skills: • Excellent communication skills, both verbal and written. • Ability to listen to user concerns, ask relevant questions, and provide clear, concise instructions. • Patience and empathy in dealing with users of varying technical abilities. 3. Problem-Solving Abilities: • Strong analytical and diagnostic skills. • Ability to think critically and creatively to resolve technical problems. • Aptitude for identifying root causes and implementing effective solutions. 4. Time Management and Organizational Skills: • Ability to prioritize tasks and manage time effectively in a fast-paced environment. • Strong organizational skills to handle multiple issues simultaneously. • Attention to detail in documenting incidents and solutions. 5. Team Collaboration: • Ability to work well in a team-oriented environment. • Willingness to share knowledge and assist colleagues with complex issues. • Effective communication and coordination with other IT support teams. 6. Technical Documentation: • Skill in creating and updating technical documentation and user guides. • Ability to maintain accurate records of incidents and resolutions in the ticketing system. 7. Adaptability and Continuous Learning: • Willingness to stay updated with new technologies and industry trends. • Ability to adapt to changing tools, technologies, and procedures. • Commitment to ongoing professional development.
Required Experience:
1. Educational Background: • Bachelor’s degree in Computer Science, Information Technology, or a related field, or, • Work experience on an IT / Service Desk related field. 2. Relevant Certifications (preferred but not required): • Microsoft Azure Certification • Microsoft Certified: Modern Desktop Administrator Associate • ITIL Foundation Certification • Microsoft O365 Certification 3. Work Experience: • 5+ years experience in a technical support or help desk role. • Experience with common IT service management tools and ticketing systems (e.g. JIRA, ServiceNow, Zendesk). • Experience in providing remote support to users via phone, email, and remote desktop tools. 4. Technical Knowledge: • Familiarity with Microsoft Technologies (AD, DHCP, DNS, GPO, DFS, PKI, IIS, SQL) • Familiarity with Cloud Technologies (AWS, Microsoft Azure, Office 365) • Basic understanding of networking concepts (LAN/WAN, TCP/IP, DNS, DHCP, Firewall, Subnetting, IP Addressing) • Knowledge of cybersecurity best practices and data protection.
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