IT Service Desk Analyst

As a First Line Service Desk Analyst, I will serve as the primary point of contact for colleagues across the group, providing IT support through various channels. My responsibilities will include logging and resolving incidents, problems, and service requests while maintaining an exceptional standard of customer service. Specifically, I will: - Provide first-level IT support by logging and resolving queries related to incidents, problems, service requests, and other issues that arise, both remotely and in-person. This includes support for hardware, software, mobile devices, and other technical equipment. - Ensure that queries are logged with a high degree of detail to facilitate efficient ticket progression by other teams. - Manage Service Level Agreements and targets as specified by the Service Desk Manager and/or Service Desk Supervisor. - Oversee the onboarding process for new colleagues within the organization, ensuring that accounts are properly authorized and system access is granted as needed. - Provide excellent customer service in all interactions. - Participate in and support projects as needed.