Service Desk Analyst

IT Service Desk Analyst will be responsible for level 1 tickets raised by our clients.

Providing a high-quality customer support services and technical assistance with a high level of accurate diagnosis and resolution.

The role is an excellent opportunity to develop and advance skills.

What will you be doing:

Be the point of contact for technical queries from our customers

Meet or exceed the SLA's provided by customers

Ensure a high level of service and customer satisfaction

Level 1 diagnostics and resolution on desktop/laptop software and hardware in a Win 10 environments

Supports standard desktop applications and operations

Invoke escalation procedure both in a prompt and timely manner to other levels of support

Log calls accurately update and close tickets in service desk application (ServiceNow)

Document technical fixes and procedures

What skills will you have:

Working and support knowledge of the following:

Level 1 technical services experience

Good problem-solving skills

Excellent communication skills (Communication to customers verbally and written is mandatory)

Windows 7/8/10 desktop support

An understanding of end user services (Hardware, software, Office 365, MS Teams, AD, Exchange)

Troubleshooting and problem-solving skills

Excellent attention to detail

A good understanding of Service Management framework, processes (ITIL) and using service desk tools (ServiceNow) would be an advantage

Experience of working in an IT environment

Our Company, Auxilion - About Us

Work matters. It's where we spend a third of our lives. At Auxilion we strive to be a great place to work, with career opportunities and development of people in our DNA. Our competitive advantage is how we support our clients on their journey.

Our people have a passion for their work, our culture and values. Whether your focus is technical, sales, finance or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.