- Promptly addressing customer enquiries and serving as the primary contact for Conferma clients.
- Taking ownership of technical and operational issues within service level agreements, escalating internally for specialized assistance.
- Providing initial end-user support, troubleshooting technical challenges, and guiding through difficult queries.
- Recording, monitoring, and prioritizing incidents and service requests for swift resolution and escalation.
- Offering timely updates to both internal and external customers on ticket progress.
- Adhering to team KPIs, ensuring individual productivity responsibility.
- Enforcing IT security policies and educating users on data security best practices.
- Maintaining transparent communication with customers on request and incident statuses.
- Collaborating with different teams and clients to resolve complex issues and enhance service desk offerings.
- Proven background as a service desk analyst or similar technical support role, ideally in a 24/7 operational setting.
- Strong familiarity with ITIL framework and incident management processes, preferably ITIL Foundation qualified.
- Exceptional analytical and problem-solving capabilities to efficiently diagnose and resolve complex technical issues.
- Profound technical knowledge of common operating systems, software applications, and IT hardware. Experience with IT service management tools is a bonus.
- Essential customer service and communication skills to effectively interact with end-users.
- Excellent problem-solving and analytical skills to diagnose and resolve IT issues.
- Team player mentality to collaborate effectively with fellow IT professionals and support teams.
- Willingness to adapt to evolving technologies and changing IT environments.
- Relevant IT certifications (e.g., CompTIA A+, ITIL, Microsoft certifications) can provide an advantage.
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Service Desk Analyst - Manchester, United Kingdom - Conferma Ltd
3 weeks ago
