Service Desk Analyst

We are looking for a skilled Service Desk Analyst to join our client's dynamic team. Job Overview: As the first point of contact for clients, your role is crucial in delivering top-notch support and ensuring a seamless user experience. If you have a knack for problem-solving, excellent communication skills, and a passion for technology, this role is perfect for you. Key Responsibilities: Provide exceptional remote support to end-users and systems. Manage and prioritize cases in ServiceNow. Communicate effectively with clients to address and resolve their issues. Answer and route incoming client phone calls efficiently. Ensure quick resolution of issues, involving the right teams when necessary. Take ownership of cases and ensure they are resolved to the client's satisfaction. Identify opportunities for automation of repetitive tasks and suggest improvements. Document support solutions and maintain detailed records of client environments. Participate in various projects as assigned. Required Skills and Experience: Minimum 2 years of experience in end-user support. Proficient in desktop and laptop hardware. Strong knowledge of Windows 10. Expertise in supporting Microsoft Office applications. Some hands-on experience with server administration, particularly Active Directory account management. Excellent written and verbal communication skills. Friendly and confident phone presence. Ability to adapt to rapid technological and business changes while maintaining enthusiasm and sound judgment. Strong troubleshooting and problem-solving abilities. Collaborative team player who stays calm under pressure. Ability to provide off-hours on-call support when needed. Preferred Qualifications: Experience with Apple/Mac products. Familiarity with ServiceNow. Hands-on experience with Microsoft Azure and Microsoft Intune. For more information, please contact Alice Armstrong at Hayward Hawk.