Service Desk Analyst

Your new company and role
We are seeking a highly skilled and customer-focused IT Engineer to join our Service Desk team. The successful candidate will provide expert support for Windows 11 end-user devices, delivering exceptional customer experiences while resolving technical issues efficiently. This role requires strong communication skills, technical expertise up to second/third-line support, and the ability to work under pressure in a fast-paced environment.
Work Schedule: Monday to Friday 14:00-22:00 with a 30-min break

Key Responsibilities:* Serve as the primary point of contact for customers requiring technical support for Windows 11 devices.
* Diagnose, troubleshoot, and resolve complex hardware, software, and configuration issues, escalating where necessary.
* Deliver outstanding customer service, ensuring users feel at ease and confident in the support provided.
* Maintain accurate records of incidents, resolutions, and updates using the ticketing system.
* Collaborate with other teams to implement and improve support processes and knowledge base resources.
* Stay current with Windows 11 updates, best practices, and new features to deliver effective support.
What you'll need to succeed
* Proven experience of supporting Windows 11 in a service desk environment.
* Proficiency in troubleshooting end-user device issues, including hardware, drivers, networking, and software.
* Excellent customer communication and interpersonal skills.
* Strong problem-solving ability, with a methodical and patient approach to technical challenges.
* Familiarity with ITIL processes and service desk tools.
* Ability to work independently and as part of a team to deliver high-quality support.
* Experience with remote desktop tools and scripting (e.g., PowerShell) to automate tasks.

What you need to do now


If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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