• Main responsibilities of Service Desk Analyst

    • Providing first point of contact as a 1st line Service Desk Analyst
    • Occasional visits to users at their workstations
    • Recording all calls and actions taken on Service Desk
    • Taking ownership and responsibility for calls logged
    • Using judgement to resolve minor issues or delegate more technical and/or complex tasks to team members or the Technical Team, as appropriate
    • Highlighting trends and flagging issues with the Service Desk Manager
    • Regular liaison with the rest of the Service Desk team and wider IT department to resolve and follow up on issues
    • Assisting with ad hoc projects, as required

    Read more: service desk responsibilities

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