Provide 1st Line Support to internal and external customers via telephone, email, and web chat.
Accurately and professionally log all support requests on the ServiceNow system to ensure effective tracking and management.
Escalate issues requiring further investigation to the Team Leader in a timely manner, ensuring faults are clearly documented to support swift resolution.
Liaise with colleagues across departments to resolve incidents, maintain clear customer communication, and deliver a positive customer experience.
Take responsibility for keeping customers fully informed of progress and resolution while building strong customer relationships.
Increase first-time fixes through effective information sharing and documentation within the staff knowledge base.
Maintain up-to-date product and software knowledge by following standard processes and procedures and attending relevant internal and external training as required.

Must have an analytical approach to problem solving.
Can demonstrate excellent communication skills both verbal and written.
Can communicate technical issues to a non-technical customer.
Must be self-motivated and able to work without direct supervision, taking responsibility for completing assigned tasks to the required deadlines.
The ability to work under pressure and prioritise workload effectively
Experience in mobile device management would be advantageous
Ability to communicate effectively at all levels

Service Desk Analyst

Key skills