Biffa is hiring a
IT Service Desk Analyst

Summary

Join Biffa as a Service Desk Analyst and provide 1st line support for IT, telephony, network, and application issues. Handle customer incidents, establish relationships with other IT teams, and identify process improvements.

Requirements

• Previous Service Desk experience
• Proficient user of all Microsoft packages
• Ability to manage own workload effectively and efficiently while keeping to strict deadlines

Responsibilities

• Handle customer incident or request tickets in a professional manner
• Answer calls and respond to emails from users regarding new and current tickets
• Ensure all relevant/accurate information regarding issue is obtained at the point of logging the ticket
• Ensure a timely resolution (preferably on first contact) or escalation of Incidents and requests with regular updates to end users until the point of resolution
• Log tickets with the relevant third parties
• Comply with current Service Desk standards, policies, and procedures
• Establishes and develop relationship with other IT teams through frequent and constructive communication
• Identify/implement process improvements
• Update Knowledge Base articles as an when required
• Assist with the training of new Service Desk staff