Service Desk Analyst

This rapidly growing IT company provides solutions to large global companies. It is a very exciting time for them as they grow their team to support their expansion. They currently have a new role for an experienced Service Desk Analyst based at their Operations Centre in Leeds City Centre.

Role Responsibilities;
- Provide a friendly and professional service to customers at all times.
- Evaluate the priority of incidents and provide initial technical support.
- Oversee the resolution of incidents, working with team members to provide a resolution and escalating when appropriate taking into account agreed levels of service.
- Ensure all incidents are logged into the ITSM tool.
- Ensure incident management processes are adhered to.
- Produce incident documentation.
- Develop and maintain excellent relationships with both internal and external customers.

Skills and Experience;
- Strong understanding of ITIL and IT Best Practices (ITIL Foundation certified) with a minimum of 2 years' service desk experience.
- Experience in developing processes and related documentation.
- Good understanding of networking technologies (WAN/LAN).
- Experience of working in a customer focused environment.
- Experience of working effectively as part of a team with the ability to work under pressure and prioritise work.
- Excellent communication skills including telephone manner and strong customer service skills.
- Good organisational skills.
- Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).

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