1st/2nd Line Service Desk Analyst Job Description Template
Our company is looking for a 1st/2nd Line Service Desk Analyst to join our team.
Responsibilities:
- Work with other colleagues and external service providers to ensure readiness to support new and changed technology services;
- Provide first and second line remote (contact centre) support to colleagues to resolve their technology problems;
- To manage calls according to the agreed process, escalating as appropriate;
- To assist the team with the administration of the network and the services it provides so that an agreed level of performance is maintained;
- To assist fellow engineers within the team by providing guidance and technical training where required;
- Issue outbound technology related communications to colleagues to support the Major Incident Management and service interruption processes;
- To maintain support levels to meet the customer’s individual needs;
- Take direction from a Team Leader, for example, in the prioritisation and allocation of technology service requests and other work;
- Occasionally working on other sites to resolve colleagues’ technology issues as required.
Requirements:
- Driving license;
- Resolving end-user computing technology problems;
- Working in a collaborative team environment;
- The Microsoft technology stack and related service and support requirements.