Service Desk Analysts act as the first point of contact for IT support, helping users resolve technical issues and ensuring service levels are met.

 

Responsibilities

• Respond to service requests and incidents through various channels.
• Provide remote support and escalate issues as needed.
• Log and track issues in a ticketing system.
• Collaborate with support teams for timely resolution.
• Follow standard procedures and contribute to documentation.

 

Key Skills

• Excellent customer service and communication skills.
• Basic IT troubleshooting knowledge.
• Familiarity with ITSM tools (e.g., ServiceNow).
• Attention to detail and ability to follow procedures.

• Team-oriented mindset.

 

Recommended Certifications

• CompTIA, Microsoft, Cisco, or AWS certifications relevant to the role.
• Vendor-specific product knowledge and certification is a plus

 

Average Salary

£24k–£32k

 

 

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