Job Description
Job Description
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Service Desk Analyst - 24/7 Shift Rota
This role provides 1st line technical support to our customers, troubleshooting problems remotely (by telephone, email, or remote access) or scheduling Field Engineers to provide on-site break-fix support.
Service Desk Analyst tasks and responsibilities will include:
- Ensuring tickets are resolved in accordance with service level agreements (SLAs)
- Always providing excellent customer service, striving to exceed client and business expectations
- Liaising with other internal departments and external partners to resolve tickets when required
- On occasion, assisting the Helpdesk Scheduling Assistant with scheduling Field Engineers for site visits when problems cannot be resolved remotely
The above is not an exhaustive list of duties and you may be ...