Service Desk Analyst

We’re looking for a Service Desk Analyst to join our team and help us deliver on our promise to our clients. As part of our Service Delivery Team, you will act as the first point of contact for IT requests and issues, providing responsive support and a high standard of customer experience.

This role is ideal for someone with previous IT support experience who enjoys troubleshooting, communicating clearly and working in a fast-moving managed services environment.

About Fifosys

Fifosys is a leading managed IT services provider with a long-standing reputation for service excellence, security and client partnership. We work closely with businesses across a range of sectors, providing tailored IT support and consultancy that helps clients build stronger, better-run organisations.

Our approach is confident, accessible and enterprising, with a strong focus on performance, service and value.

Role overview

As a Service Desk Analyst, you will be an integral part of our dynamic Service Delivery Team, acting as the first point of contact for our clients’ IT requests and issues. You will diagnose and resolve 1st line tickets, maintain accurate records and keep communication clear throughout the lifecycle of each case.

You will also help manage workload priorities, escalate where needed using internal processes and, when allocated, support the dispatch function to ensure balanced ticket allocation across the team.

Key responsibilities

• Act as the first point of contact for clients’ IT requests and issues via phone, ticketing system and email.
• Diagnose and resolve 1st line assigned tickets within target resolution times.
• Accurately classify and log tickets, keeping detailed notes throughout the ticket lifecycle.
• Provide excellent customer service and an excellent customer experience at all times.
• Carry out personal queue and ticket triage to prioritise and manage workload effectively.
• Escalate issues as required using internal processes.
• Liaise with partners and third-party vendors to resolve customer issues.
• When allocated, perform the dispatch role, allocating inbound email requests and balancing workloads across technicians.

What you will bring

Required

• Superb customer service, telephone and client-facing skills.
• Previous experience providing IT support.
• Strong skills in troubleshooting and resolving Windows OS and Microsoft Office issues.
• Some experience of administering and supporting Active Directory, Group Policy, DNS, Office 365 and SharePoint.
• An understanding of and keen interest in networking technologies.
• The ability to build, configure, administer and support Windows devices, including laptops and desktops.
• Excellent verbal and written communication skills, with the ability to explain complex issues to different audiences.
• A clear passion and commitment to learning new technologies, through certifications or personal projects.

Desirable

• Experience working within an MSP environment.
• Confidence supporting dispatch or workload balancing activities.
• Exposure to vendor liaison as part of ticket resolution.

Person profile

• Excellent team player with the capacity to be strongly self-motivated.
• Calm and professional when dealing with difficult or demanding situations.
• Customer-focused, reliable and organised.
• Eager to learn and develop technical capability.
• Comfortable working in a fast-paced service environment.

How to apply

To apply for this role, please send your CV and a short covering note explaining your interest in the Service Desk Analyst position to recruitment@fifosys.com. Please include “Service Desk Analyst Vacancy” in the subject line. Alternatively, you can fill out the form below and we'll be in touch.