1st Line Service Desk Analyst

The 1st Line IT Service Delivery Analyst will be the first point of contact for all enquiries relating to the end to end delivery of IT communication services for commercial airlines and aviation customers
The successful candidate will have excellent administrative and communication skills to assist the team with the day to day management of their workload, within a busy IT service desk environment. Some understanding of ITIL incident management and change management processes across a truly global organisation would be beneficial.
The 1st Line IT Service Delivery Analyst will be responsible for:
– Recording, categorizing and on-going management of support tickets, progressing them through to a successful resolution.
– Daily management of the team mailbox.
– Following and revision of BAU processes to support the day to day business operation.
– Production, creation and circulation of reports and statistics for the team.
– Production of training and presentation material for internal and external customers.
– Liaising with multiple internal and external service providers.
– Owning incidents and BAU requests.
– Updating and creating process documentation and knowledgebase articles to improve support processes.
– Escalation and notification of maintenance and service impacting incidents.
– Identifying potential areas for service improvement, then suggesting and planning activities to improve the customer experience.
The role will require excellent administrative and communication skills and the ability to multi task in a busy ever-changing service desk environment. Strong analytical and problem-solving skills are essential. The successful candidate must be confident and able to communicate effectively with internal and external teams and customers.

Advantageous skills to have:
– Excellent administration skills.
– Excellent customer service skills.
– Good Microsoft Office skills, including Excel and Powerpoint.
– Good analytical and problem solving skills.
– Good attention to detail.