Job type
ContractLocation
BelfastWorking Pattern
Full-timeSpecialism
InfrastructureIndustry
Government & Public ServicesPay
27,000
IT Service Desk Analyst
Service Desk Analyst (Temporary)
Location:Belfast
Contract Type: Temporary
Duration: 9 months
Salary: Band 4
Contract Type: Temporary
Duration: 9 months
Salary: Band 4
Job Purpose
The Service Desk Analyst will provide first-line technical support to internal users, ensuring that IT incidents and service requests are logged, managed, and resolved efficiently. The role requires excellent communication skills, a customer-focused approach, and the ability to troubleshoot basic IT issues.
Key Responsibilities
- Act as the first point of contact for all IT-related queries via phone, email, or ticketing system.
- Log, prioritize, and manage incidents and service requests in line with agreed SLAs.
- Diagnose and resolve basic hardware, software, and network issues.
- Escalate complex issues to second-line support or relevant teams when necessary.
- Provide guidance and support to users on standard IT processes and systems.
- Maintain accurate records of all interactions and resolutions in the ITSM system.
- Assist with user account management (password resets, access permissions).
- Support the deployment of software updates and patches where required.
- Contribute to continuous improvement by identifying recurring issues and suggesting solutions.
Essential Criteria
- Previous experience in an IT Service Desk or similar technical support role.
- Strong knowledge of Microsoft Windows OS and Office 365 applications.
- Basic understanding of networking principles (TCP/IP, DNS, DHCP).
- Excellent communication and customer service skills.
- Ability to work under pressure and manage multiple tasks effectively.
Desirable Criteria
- ITIL Foundation certification or knowledge of ITIL processes.
- Experience with Active Directory and remote support tools.
- Familiarity with ITSM ticketing systems (e.g., ServiceNow, Remedy).
Key Competencies
- Problem-solving and analytical skills.
- Attention to detail and accuracy.
- Team player with a proactive attitude.
- Ability to learn quickly and adapt to new technologies.
