IT Service Desk Analyst

As a Service Desk Analyst, you will provide essential first and second-line technical support to end-users, ensuring the smooth operation of our IT systems and infrastructure. You will play a key role in maintaining our high standards of service and support.

Salary is competitive & DOE.

What We Offer:

• A dynamic and supportive work environment.
• Opportunities for professional growth and advancement.
• Exposure to cutting-edge technologies and innovative projects.
• Competitive salary and benefits package.

This role is ideal for a professional who is passionate about providing exceptional customer service, possesses a solid technical background, and thrives in a problem-solving environment. If you are looking to take on a challenging and rewarding role in a fast-paced, evolving company, we encourage you to apply.

• Delivering first and second-line technical support via phone, email, and chat.
• Troubleshooting and resolving hardware and software issues used by Castle Water.
• Logging and tracking incidents and service requests in ServiceNow.
• Ensuring adherence to service level agreements for incident resolution and response times.
• Escalating complex issues to appropriate teams or external vendors when necessary.
• Documenting troubleshooting steps and solutions for future reference.
• Participating in knowledge-sharing sessions and training to improve overall service desk performance.
• Assisting with IT projects, contributing to the enhancement of IT services and infrastructure.
• Proactively monitoring IT systems and infrastructure, ensuring uptime and reliability, and addressing potential risks.
• Managing user accounts, including setup, password resets, and permission configurations.
• Supporting software deployment, configuration, and updates to minimize operational disruptions.
• Conducting root cause analysis on recurring incidents, generating reports to identify trends, and enhancing service efficiency.
• Providing end-user training on IT best practices, software usage, and security protocols.
• Maintaining security protocols to ensure compliance with company IT policies and responding to security incidents.
• Collaborating with other IT teams to resolve complex technical issues and participating in regular IT strategy meetings.

• Minimum of 2 years of experience in a service desk environment.
• Strong knowledge of Microsoft 365, Amazon Connect, and ServiceNow is highly preferred.
• ITIL Foundation certification is advantageous.
• Experience with remote support tools like Dameware for accessing and managing systems remotely.
• Familiarity with financial and data analytics tools, such as Velocity, Sage, AutoRek, Alteryx, and IDEA, with prior experience supporting users being a plus
• Basic understanding of networking concepts (e.g., IP addressing, DNS, VPN, Wi-Fi troubleshooting).
• Awareness of cybersecurity threats and best practices, including knowledge of data protection and privacy regulations.
• Strong analytical skills for effective problem-solving and issue resolution.
• Excellent written and verbal communication skills.
• Outstanding customer service orientation.
• Ability to work collaboratively within a team environment.
• Proficient multitasking abilities and effective task prioritization.
• Strong organisational skills and time management capabilities.
• Adaptability and eagerness to learn new technologies, software, and procedures.
• Basic knowledge of project management to support IT projects.
• Ability to remain calm and effective under pressure, especially during peak support periods or system outages.