Service Desk Analyst

Your new company and roleWe 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 breakKey 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 nowIf 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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