Service Desk Analyst - Bristow Holland : Job Details

Bristow Holland is seeking a dynamic and motivated Service Desk Analyst to join a team that combines technical expertise with exceptional customer service. This fully remote position offers the opportunity to work with diverse technologies while contributing to a collaborative and supportive environment. You’ll provide first-line support to both external customers and internal users, ensuring seamless and efficient resolutions to technical issues.

As a Service Desk Analyst, you will play a pivotal role in delivering exceptional support experiences. From triaging tickets to contributing to knowledgebases, your work will be vital in resolving technical issues and supporting users across various platforms.

Responsibilities:

• Provide first-line support to staff, partners, and customers, ensuring excellent service delivery.
• Triage and prioritise support tickets in alignment with Service Level Agreements (SLAs).
• Conduct Tier 1 investigations, guiding users through troubleshooting and resolution steps.
• Assist users with self-service resources for simple requests.
• Fulfill basic service requests, such as user account management and password resets.
• Contribute to both internal and external knowledgebases, ensuring content is accurate and helpful.

Key Skills:

• Proven experience in first-line IT support.
• Proficiency in Office 365.
• A passion for delivering outstanding customer experiences.
• Strong organisational skills with the ability to prioritise tasks effectively based on urgency and impact.
• Excellent communication skills to engage effectively with partners, customers, and internal users.
• A meticulous and methodical approach to troubleshooting, ensuring thorough and efficient issue resolution.
• The ability to build strong relationships and credibility with both internal teams and customers.