Service Desk Analyst

As a Service Desk Analyst, you'll be the first point of contact for users requiring technical support, taking ownership of incidents from initial contact through to resolution. You'll work across a broad range of technologies while contributing to knowledge sharing, problem management and continuous service improvement. Key responsibilities: Deliver first-line IT support via phone and service desk channels. Resolve incidents and service requests while maintaining ownership through to resolution. Troubleshoot Microsoft, hardware, software and end-user technology issues. Maximise first contact resolution through effective diagnosis and problem-solving. Promote self-service and identify opportunities for automation and continuous improvement. Create and maintain knowledge articles to improve frontline support. Identify recurring issues and contribute to Problem Management activities. Collaborate with internal technology teams to improve service delivery. Maintain accurate ticket updates and documentation. Meet agreed service levels and customer satisfaction targets. Participate in an after-hours on-call roster when required. Contribute to continual service improvement initiatives.