IT Service Desk Analyst

- I will require you to ensure that issues requiring escalation are processed following our set escalation procedures, providing clear and concise information. - You will support our business ERP application, Microsoft Dynamics. - You'll be responsible for the building and configuration of company hardware, ensuring alignment with company procedures. - Maintaining an organized and replenished Stock Room is crucial. - I expect you to regularly recycle old or faulty equipment in line with our business processes. - Delivering first-class customer service for all incidents and requests is a priority to achieve high customer satisfaction and timeliness. - You will correctly log all customer incidents and requests and route them to the appropriate team or department. - Troubleshooting incidents and providing technical guidance to internal customers at all levels is part of your role. - Regularly updating customers and stakeholders in a timely manner is essential. - You will keep the knowledge base accurate and up to date to support first-time fixes. - Identifying improvements through trend analysis and creating ways to reduce incidents will be part of your responsibilities, helping to decrease ticket volumes across the Service Desk. - Collaborating with the Service Desk team to monitor business-critical systems and ensure proper handling of alerts and errors is important.