IT Analyst - Service Desk

As a Service Desk Analyst, you will report to the IT Team Lead - Service Desk and act as the first point of contact for IT support across our organisation. In this role, you will provide prompt, courteous, and effective assistance to colleagues, resolving common technical issues and fulfilling service requests while ensuring an excellent customer experience. 

You will play a vital part in supporting day-to-day continuity for a dynamic workforce. Responsibilities include triaging and resolving basic incidents, accurately logging and categorising tickets, and escalating complex issues to 2nd and 3rd line teams when necessary. Clear communication, empathy, technical expertise, and adherence to security and operational standards will be key to your success. 

Collaboration is central to this role. You will work closely with colleagues across IT support tiers, contributing to a culture of knowledge sharing and continuous improvement. With a focus on service excellence and professional growth, you will have opportunities to develop technical and interpersonal skills, support digital transformation initiatives, and help enhance employee satisfaction and operational resilience. 

Key Responsibilities 

• Act as the first point of contact for IT support, providing prompt and professional resolution for incidents and fulfilment of service requests. 

• Deliver exceptional customer service by listening actively, empathising, and communicating clearly and professionally. 

• Resolve incidents and service requests efficiently, ensuring colleagues feel supported throughout the process. 

• Maintain accurate documentation of troubleshooting steps, resolutions, and known issues. 

• Apply your growing knowledge of IT systems, networks, and common applications to troubleshoot effectively. 

• Adhere to established procedures and escalate unresolved issues to the appropriate support level promptly. 

• Collaborate with other IT teams to ensure seamless service delivery and foster knowledge sharing. 

• Proactively seek feedback and identify opportunities to improve service quality and employee satisfaction. 

• Uphold SLAs and compliance requirements while driving service excellence. 

• Demonstrate initiative in learning new technologies and enhancing both technical and interpersonal skills. 

Personal attributes 

• Exhibits a strong customer service mindset, demonstrating empathy, patience, and professionalism in every interaction. 

• Communicates clearly and confidently, actively listening to colleague needs and explaining technical issues in an accessible, reassuring manner. 

• Maintains composure and a positive attitude when managing high-pressure situations or dealing with frustrated employees. 

• Takes initiative to resolve issues promptly and follows through to ensure customer satisfaction. 

• Collaborates effectively with colleagues across IT teams, fostering a supportive and knowledge-sharing environment. 

• Shows eagerness to learn and grow, actively seeking feedback and opportunities to enhance both technical and interpersonal skills. 

• Shows eagerness to learn and grow, actively seeking feedback and opportunities to enhance both technical and interpersonal skill 

Key Performance Indicators 

• SLA Compliance: Ensure tickets are resolved or escalated to uphold service standards. 

• Mean Time to Resolve (MTTR) – Reduce resolution time to restore services. 

• Customer Satisfaction (CSAT) – Improve customer satisfaction feedback. 

• First Contact Resolution (FCR) – Increase the number of incidents resolved during the initial interaction. 

• Average Handling Time (AHT) – Measure the average time spent per ticket, including conversation and follow-up activities. 

• Call Response Rate – Monitor the proportion of incoming calls answered within the defined time threshold. 

Candidate Specification 

Essential: 

• Basic understanding of operating systems (Windows) and common enterprise applications (e.g., Microsoft 365). 

• Strong communication and interpersonal skills, with a calm and professional approach under pressure. 

• A passion for delivering excellent customer service. 

• Willingness to take ownership of incidents, driving timely resolution or ensuring swift escalation to the appropriate resolver group. 

• Ability to work collaboratively and escalate issues appropriately. 

• Attention to detail when documenting tickets and sharing knowledge. 

• A proactive attitude towards learning and professional development. 

Desirable: 

• Exposure to IT support environments (internships, academic projects, or part-time roles). 

• Familiarity with ITIL principles and interest in obtaining ITIL Foundation certification. 

• Awareness of ITSM tools such as ServiceNow or similar platforms.