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IT Service Desk

Job Description

THE CLIENT - IT Service Desk

VANRATH are delighted to be recruiting for a talented IT Service Desk Analyst with excellent customer service skills. The IT Service Desk Analyst will be responsible for logging, troubleshooting and resolving incidents at the first point of contact when possible, or passing incidents to an appropriate team. As the appointed IT Service Desk Analyst you will act as a single point of contact for customers contacting the service desk via phone, email or self-service portal, regarding IT issues and queries.


  • Take responsibility for the resolution of incidents ensuring 1st and 2nd line resolution is achieved, within agreed SLAs.
  • Maintain an effective working knowledge of incident resolution across all areas of IT Support in order to maximise customer service and first point of contact call resolution.
  • Ensure that incidents and requests are properly logged, assigned, tracked and responded to in a timely manner and according to agreed standards and procedures.


  • Clear verbal and communication skills with the ability to explain technical instructions in a non-technical way.
  • An enthusiasm and passion for excellent customer service.
  • The ability to promote technology within the firm, using business friendly language, and seek out opportunities with tangible business benefits
  • The ability to work in a team environment to achieve service levels as a group and individually.


For further information on this vacancy, or any other IT jobs (contract or permanent) in Northern Ireland, please apply via the link below or contact Orla Fitzsimons in the strictest confidence.

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