Service desk Analyst Level 1

Purpose of Post:

Wrightbus, a dynamic and rapidly expanding automotive manufacturer, is seeking a dedicated Level 1 Service Desk Analyst to join its IT team. This role is the first point of contact for all IT-related inquiries, requiring a hands-on approach to problem-solving and offering the chance to shape the IT support function. You’ll play a crucial role in delivering exceptional technical support to internal users and contribute directly to our innovation, quality, and customer satisfaction.

Responsibilities:

• User Support:
• Respond promptly to user inquiries via phone, email, or chat.
• Diagnose and resolve hardware, software, and network issues.
• Escalate complex problems to higher-level support teams when necessary.
• Follow up with customers, provide feedback, and see problems through to resolution.
• Update customer data and produce activity reports.
• Work within Active Directory
• Incident Management:
• Log incidents and service requests accurately.
• Prioritise and manage multiple tasks effectively.
• Maintain detailed records of incidents and resolutions.
• Triage and escalation of incidents.
• Technical Troubleshooting:
• Investigate and troubleshoot technical issues related to desktops, laptops, printers, and mobile devices.
• Collaborate with colleagues to identify root causes and implement solutions.
• Vendor Coordination:
• Coordinate with external vendors for hardware and software problem resolution.
• Maintain positive relationships with vendors and ensure timely resolution of issues.
• Documentation:
• Create and update knowledge base articles for common issues.
• Document procedures and best practices for future reference.
• User Training:
• Provide basic training to end-users on IT tools and applications.
• Promote self-help resources to empower users.

Essential Criteria:

• Third level qualification in one Information Technology, or related subject.
• Or 2 years hands on service desk experience.
• Incident logging.
• Triaging incidents.
• Troubleshooting users IT issues.
• Incident Escalation.
• End user IT support.
• Demonstrates an analytical approach to problem solving.
• Communicates fluently orally and in writing in English.
• MS Windows 10/11
• Wired & wireless network troubleshooting.
• MS Teams
• MS Office
• Active Directory