Technical ServiceDesk Analyst

Technical ServiceDesk Analyst Location: Manchester Head Office 5 days on site Permanent Looking for a Service Desk Analyst with strong customer Service experience within a Product/Manufacturer organisation (electronics, AV, or IT equipment) Role Purpose The Technical ServiceDesk Analyst contributes to the delivery of a high-quality, structured, and customer-focused service desk experience. Dealing with Technical tickets from customers Working as part of the Support Team, the role supports the ongoing development and optimisation of the desk software applications and tools, ensuring workflows, categorisation, automation, and reporting continue to meet operational needs. In addition to service desk responsibilities, the role supports product testing, documentation, and RMA investigations, providing a key link between customers, engineering, and product development. This ensures fast, accurate support, robust product validation, and continuous improvement across product life cycle. 1. L1 andamp; L2 Service Desk Support (Primary Responsibility) Act as a first point of contact for technical enquiries via service desk software applications and tools, delivering professional, calm, and solution-focused communication. Triage new tickets by gathering essential information, assessing severity, and categorising issues accurately. Provide structured troubleshooting of products, including configuration, installation, firmware updates, and AV/UC system integration. Resolve issues at ..... full job details .....