Service Desk Analyst

Reporting to the IT Service Desk Manger, you will: Ensure IT Services are supported and maintained. Provide day-to-day 1st level IT Service Desk support to users via phone and IT Self Service Portal Record and update incidents and service requests utilising Service Now in alignment with SLA guidelines Monitor telephone queues and answer calls within SLA guidelines Provide first call resolutions to incoming calls where possible using knowledge base articles Identification and escalation of High …