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Service Desk Analyst

Added 23rd May 2023

We are searching for a Service Desk Analyst to be responsible for delivering efficient day-to-day first and second line support services, both technical and non-technical. This role involves resolving calls and requests in accordance with defined service levels, collaborating with staff and support teams for timely incident resolution

Responsibilities

Provide first and second line support services, both technical and non-technical, to ensure effective day-to-day delivery

Resolve calls and requests within defined service levels, liaising with staff and support teams for timely incident resolution

Respond to user requests, diagnose, categorize, and prioritize incidents effectively, aiming to resolve them at the first point of contact

Keep customers informed of incident and request progress by updating the Service Desk tool accurately and in a timely manner

Escalate calls to the EMEA Support Manager when resolution falls outside agreed targets

Manage and maintain ERP systems data, including potential migration with customer agreement

Assist in the implementation of IT systems across the EMEA Region

Provide scheduled on-call support during evenings, weekends, and bank holidays

Essential Skills

Previously worked in a service desk environment 

Proven experience and knowledge of ERP systems

Retail sector experience