Remote IT Service Desk Analyst Job in UK Cera

Who you are

• Provide application support for end-user applications
• Provide systems support for operating systems
• Log and categorise incoming support requests
• Provide first-level support and troubleshooting
• Handle user requests for IT services
• Identify recurring incidents and escalate them
• Update and maintain the knowledge base
• Provide excellent customer service
• Track IT assets and ensure compliance
• Generate reports on incident volume and resolution times
• Onboard new users and provide IT orientation
• Support remote workers and mobile devices
• Adhere to IT security policies and procedures

Desirables

• Ability to work well under pressure
• Excellent interpersonal skills
• Ability to determine correct workload priorities
• Ability to coach team members
• 2 years plus experience of working in a Service Desk support function
• Proven track record of the supervision of staff and/or contractors
• Supports and motivates others
• Seeks opportunities to provide people with new challenges
• Develops and maintains productive relationships

What the job involves

• Part of the existing IT Service Desk who are the first point of contact for all IT support related requests
• We are looking for someone who has a passion for delivering a first class IT service
• The successful candidate will report into the IT Service Desk & Systems Team Leader and have responsibility for several key areas