Information Technology Help Desk Analyst
Current• Provide fault logging, diagnosis, and resolution over the telephone and by e-mail.• Using our CRM, Helpdesk and Monitoring systems.• Respond to technical alarms and service outage reports.• Act as the first point of contact for customers calling the helpdesk.• Log all service tickets received via telephone, email and the service portal, throughout the full ticket lifecycle.• Provide polite, professional, and efficient customer service to our customers.• Follow-up with customers to provide ticket updates, and to ensure issues have been resolved to a high standard.• Maintain documentation, standard operating procedures and notes relating to customer systems and support tickets.• Liaise with team members and suppliers for progress updates and customer feedback.• Work in accordance with company values, workflows, policies, procedures, and standards.
