Service Desk Analyst

About the role

The purpose of this role is to be the first point of contact and provide resolutions on a range of IT enquiries, meeting or exceeding customer expectations and providing accurate resolutions and responses. Customer facing first point of connection with Link Group IT and perform first level technical support to all Users and Clients.

What you'll do

• Ticket triage / categorisation / prioritisation / assignment
• Escalation of Major IT Incidents
• AD user record currency, network Share access, account provisioning / termination
• Provide high quality customer service on inbound and outbound calls
• Provide efficient and effective query resolution by taking ownership for first call resolution

What you need

• Active Directory
• ITIL
• ServiceNow
• Voice process
• Any graduate