E-Solutions
Service Desk Analyst
Chester
Posted about 21 hours ago
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Key Responsibilities
- Work as part of the shift-based IT Service Desk.
- Receive and handle service requests in line with agreed procedures.
- Provide first-line IT support and troubleshoot user issues.
- Log incidents and service requests while maintaining accurate records.
- Identify, classify, and document incidents and service interruptions.
- Monitor ticket queues and assign incidents to appropriate support teams.
- Ensure SLA compliance by monitoring ticket progress.
- Route out-of-scope incidents to the relevant Service Desk or support teams.
- Coordinate cross-functional ticket resolution to ensure customer satisfaction.
- Maintain high levels of customer service and communication throughout the incident lifecycle.
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Required Skills & Experience
- Experience working in a Technical Service Desk or IT Helpdesk environment.
- Hands-on experience with ServiceNow.
- Excellent troubleshooting and analytical skills.
- Strong customer service orientation.
- Ability to explain technical concepts clearly to end users.
- Excellent verbal and written communication skills.
- Ability to prioritize workload and manage multiple tasks effectively.
- Good understanding of Service Desk processes and procedures.
- Strong teamwork and collaboration skills.
- Positive attitude with willingness to learn and adapt to new technologies and processes.
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Candidate Profile
- Must be comfortable working in a hybrid environment.
- Must be able to work the assigned early morning shift (7:00 AM BST start).
- Must possess the required language skills for the respective role.
- Must be located within 50 km of Chester, UK.
- Immediate availability or a short notice period is highly preferred.
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Skills
ServiceNow
IT Support
Troubleshooting
Incident Management
SLA Compliance
Customer Service
Analytical Skills
Communication Skills
Ticket Queue Management
Technical Support
Collaboration
Workload Prioritization
Location