About this role
Our client is seeking an IT Service Desk Analyst on a contract basis to provide exceptional first-level support to internal customers. The successful candidate will utilize a ticketing system in accordance with defined ITIL processes. This role requires availability to answer calls through a global Service Desk call center solution.
Key Responsibilities:
- Provide first-level support for internal customers via the ticketing system.
- Ensure availability for calls and assist with inquiries in a timely manner.
- Actively participate in team meetings and contribute ideas for continual improvement.
- Support Service Desk KPI and TTI measures to enhance service delivery.
- Participate in a rotated on-call team during weekends, with an expectation of being on-call once a month.
- Develop and maintain both technical and procedural documentation to support service operations.
Required Skills & Qualifications:
- Experience with ITIL processes and ticketing systems.
- Strong communication and customer service skills.
- Ability to work collaboratively in a team environment.
- Proficiency in troubleshooting and problem resolution.
- Familiarity with common IT support tools and technologies.
Experience:
- 2-4 years of experience in an IT support or service desk role.
What we offer:
- Opportunity to work in a dynamic and supportive environment.
- Chance to develop your skills and advance your career.
- Flexible working arrangements and a collaborative team culture.
This role is managed by AI-First Talent on behalf of our client. Your application is reviewed directly by our talent team.