1st Line Service Desk Analyst

As a Service Desk Analyst, you will act as the first point of contact for customers experiencing software-related issues. Requests are received via phone, email, and web chat, so excellent written and verbal communication skills are essential, along with a strong commitment to delivering outstanding customer service.

All enquiries must be accurately logged within the ServiceNow application to ensure cases are effectively tracked and managed. You will be responsible for providing first-line support while working within agreed SLAs.

The role also involves the efficient and timely escalation of issues, keeping customers informed of progress and resolution throughout. You will be expected to identify opportunities to improve the service we provide to our customer base and to consistently represent the company in a professional, courteous, and helpful manner.