Service Desk Analyst

Bristow Holland is looking for a dynamic Service Desk Analyst to join a team that offers a unique blend of responsibilities, providing first-line support for both external customers and internal users. This is a fully remote position where you will gain exposure to diverse technologies, including AWS, Voice over IP, Office 365, and Desktop support, all while being part of a collaborative and supportive environment.

The RoleAs a Service Desk Analyst, you’ll play a key role in ensuring outstanding support experiences for customers, partners, and internal users. From triaging tickets and performing investigations to contributing to knowledgebases, you’ll be at the heart of resolving technical issues and delivering excellent service.

Key Responsibilities

• Provide first-line support to staff, partners, and customers.
• Triage and prioritise support tickets in line with Service Level Agreements (SLAs).
• Perform Tier 1 investigations, guiding users through basic troubleshooting and resolution steps.
• Assist users with self-service resources for simple requests.
• Fulfill simple service requests such as user additions, removals, and password resets.
• Contribute to internal and external knowledgebases to ensure helpful and up-to-date content.

What We’re Looking For

• A background in customer service or first-line technical support.
• A passion for delivering outstanding customer experiences.
• Strong organisational skills with the ability to prioritise tasks based on severity, urgency, and impact.
• Excellent communication skills to engage with partners, customers, and internal users effectively.
• A meticulous approach to troubleshooting, ensuring thorough and efficient issue resolution.
• The ability to build strong relationships and credibility with internal teams and customers.