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Service Desktop Support Analyst

  • To ensure all calls are updated and resolved within SLA targets.
  • To endeavour to provide an Above Customer Expectation Service Undertake first line resolution activities.
  • Participate in on-going review and maintenance of the IT Service Desk processes to take part in knowledge sharing activities to include both business and technical knowledge sharing.
  • Call Management: - Deliver best practices of call management: To ensure that all calls are logged accurately within IT Service Desk Capture detail correct information pertaining to all inbound calls.
  • Shift Rotation: - To take part in a shift rotation to ensure that adequate cover is provided 7 days per week including weekends and bank holidays.
  • Communication: - Writes and speaks fluently on all aspects of work and communicates effectively.
  • Actively communicate and seek feedback from colleagues and customers Be proactive in working with others to improve.
  • IT Service Desk customer experience General: - Undertakes any necessary training associated with the duties of the post and participates in training and development procedures.
  • Maintains confidentiality and observes data protection guidelines.
  • Carries out any other reasonable duties in line with their capability.
  • ITSM process + Tools: - Understanding of ITSM process.
  • Understanding of Ops Ram and ServiceNow.
  • Hands on experience of Active directory, Exchange, O365 (new user ID creation) etc.
  • Experience and personal qualities: - 3-4 year experience in IT or similar customer support/service delivery role.
  • Excellent customer service skills with a high level of focus on quality Ability to communicate in a clear and professional manner.
  • Problem solving and analytical skills and ability to work under pressure.
  • Excellent inter-personal skills (verbal and written).
  • Clear understanding and interest in current and emerging IT technologies.
  • Beneficial to have an awareness of the IT industry in general.
  • An understanding and interest in the use of IT within business functions.

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