The role

Reporting to the Service Delivery Manager, your main duties will be to ensure the progression and swift resolution of tickets logged with the Service Desk and delivering superior services in line with Service Level Agreements, managing client expectations throughout.

As an analyst on the Service Desk, you will act as the first point of contact for customers who report incidents and log service requests. The primary objective of the role is to provide first time resolution, achieved by troubleshooting, diagnosing and resolving problems at the first point of contact and/or escalating the fault to one of our specialist teams to investigate and resolve.

Throughout the process, you will remain the single point of contact with the customer, maintaining ownership of the original fault and acting as the main point of contact between the customer and ITRM, and will providing timely updates, ensuring the fault is assigned the correct level of priority and attention.

This is a demanding support position, which calls for excellent customer service skills, the ability to articulate solutions clearly and confidently to end users and possess a broad technical knowledge across a range of technologies.