IT - Helpdesk Analyst

Job Purpose

Offer support and technical assistance to customers who are using software, hardware, or other computer systems and need help completing tasks or troubleshooting problems through diagnostic tests and remote access to their computers.

Key Responsibilities

• Responding to telephone and email incidents, ensuring queries and service requests are logged and processed in a professional and courteous manner based on an agreed SLA or OLA.
• Perform initial triage and attempt a first fix on incidents and requests, allocating calls to other members of the team and department as part of a structured escalation.
• Provide proactive updates on the progress of requests, including follow up with customers to ensure full resolution of requests.
• Process access management requests including joiners, movers and leavers based on an agreed SLA.
• Assist in driving the knowledge management process by creating and maintaining articles for the team and department.
• Create and maintain self-help documentation for customers.
• Maintain an accurate asset inventory.
• Handle general administration duties as and when required.
• Perform any other duties required to ensure an effective and efficient Service Desk service is delivered in accordance with the team goals.

Key Interfaces

• IT Team
• All Business areas across the group
• 3rd party suppliers