Service Desk Analyst - Manchester, United Kingdom - Conferma Ltd

    Conferma Ltd
    Conferma Ltd Manchester, United Kingdom

    1 month ago

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    Description
    Responsible for providing a fast and efficient response to external customer enquiries, the Service Desk Analyst plays a crucial role as the main contact point for Conferma clients. Taking charge of resolving technical and operational issues within agreed service level agreements, escalating internally for specialized support when necessary.


    Primary Responsibilities:
    • 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.


    Skills and Experience:
    • 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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