Service Desk Analyst

Manufacturing Department / Service Desk Analyst Job in Holywell Salary – Up to £26,000 dependent on experience Commutable from St Asaph, Holywell, Connah’s Quay, Greenfield, Mold, Rhyl, Denbigh, Prestatyn My client is looking for a Service Desk Analyst to join the manufacturing department of the business, where you will be right on the front line of the business main infrastructure and ensuring that all systems, infrastructure and machines are always supported. This is a Desktop & Technical role providing 1st & 2nd Line break/fix support to the customer base. Key Roles and Responsibilities of the Service Desk Analyst: Main point of contact for answering and logging incoming IT support calls into the Manage Engine ServiceDesk tool & complete the triage / 1st time response process in line with the 30-minute KPI Assist with managing incoming IT support emails into the Manage Engine ServiceDesk tool and direct to the necessary support queues, escalating requests to the appropriate party, as needed. Work with the IT support members on the other sites to manage the 1st / 2nd Line Incident queue Carry out initial investigation of Incidents reported and escalate where necessary beyond 2nd Line Be first point of contact for the customer base with break / fix issues Complete work logs on escalated incidents to detail any prior investigations that have been carried out Ensure all resolutions of first-time fixes are detailed in the incident records Proactively monitor the services / systems via the SolarWinds tool and notify the ServiceDesk Team Leader of any potential issues As a Service Desk Analyst, you need to be: Excellent communication skills – experience of dealing with customers at all levels Time management & the ability to prioritise Be flexible, willing to travel to other sites when required Proven examples of documenting & knowledge sharing Team player approach & motivated proactive attitude If you’re interested in hearing more about this Service Desk Analyst Job opportunity in Holywell then please get in touch with Antony Titley on or for further details and information. See our latest vacancies Greenfield IT Recruitment are specialists in the IT & Digital sector. Providing permanent and contract recruitment solutions across the UK. Our experienced consultants combine their sector knowledge with their extensive network of highly skilled candidates, to deliver only the highest quality to Greenfield IT clients. Shortlisted candidates will be contacted within 72 hours of application and due to the volume of applications received, we are unable to provide specific feedback on unsuccessful applications. This job advert was posted by Greenfield IT Recruitment. To find out more about how your application is processed, please visit our Privacy Policy. Keep up-to-date with the latest industry related news by following our social pages. Search Greenfield IT Recruitment on LinkedIn, Facebook, Twitter and Instagram to hear about all of our latest jobs.