1st Line Service Desk Analyst Job Description Template
Our company is looking for a 1st Line Service Desk Analyst to join our team.
Responsibilities:
- Provide support on a range of software and technical issues via phone, email and remote access tools;
- Taking ownership of issues and maintain regular customer contact;
- Investigate, capture and record quality data;
- Communicate with customers demonstrating high levels of professionalism;
- Follow data compliance processes and procedures;
- Attempt resolution or escalate to specialist support teams;
- Work to Service Level Agreements and specified targets and objectives;
- Work to standard operating procedures and instructions;
- Work as a member of the 1st line response team to log calls in the MS Dynamics CRM system and update contacts made to the Service Desk.
Requirements:
- Experience of working in an ITIL compliant environment;
- Excellent telephone manner;
- The ability to build up a good rapport with customers at all levels;
- Experience of online service products including applications;
- Previous Support / Helpdesk / Service Desk or Call Centre experience;
- Ability to communicate effectively at all levels;
- Good communication skills including spoken and written English;
- DBS checks will be required;
- A good logical approach to problem-solving;
- Self-motivated and conscientious;
- Good communication and presentation skills;
- Able to keep up to date with the latest technological advances;
- The ability to empathise with customers at all levels;
- Good timekeeping;
- Previous experience working in customer support or education environment.