Junior Service Desk Analyst

IT Service Desk Professional Voice Support

Position Summary

The IT Service Desk Professional provides first-level technical support to client colleagues business partners and authorized users through voice calls.

The role is responsible for answering inbound support calls troubleshooting and resolving IT incidents supporting clinical and desktop applications documenting issues accurately and escalating incidents when additional technical assistance is required. The successful candidate will provide professional customer service take ownership of incidents and work efficiently in a high-volume voice contact-center environment.

The role requires adherence to client and Endava security privacy access-management and operational procedures.

Key Responsibilities

• Provide technical support through inbound voice calls.
• Ask questions to understand and troubleshoot user issues.
• Resolve incidents during the first call whenever possible.
• Support clinical applications desktop applications hardware access connectivity and other workplace technologies.
• Take ownership of incidents through resolution or escalation.
• Explain solutions clearly and provide updates to users.
• Record troubleshooting steps resolutions and follow-up actions in the service-management system.
• Escalate unresolved issues to the appropriate technical support team.
• Identify recurring issues and share trends or knowledge gaps with Service Desk leadership.
• Follow security privacy access and data-handling requirements.
• Meet required service-level quality productivity and customer-service standards.
• Participate in rotating shifts and weekend coverage.
• Support training knowledge transfer system changes and other Service Desk activities.

Qualifications :

Required Qualifications

• Diploma degree or equivalent experience in IT or a related field.
• Previous experience in an IT Service Desk Help Desk Technical Support or Contact Center role.
• Experience providing technical support by telephone in a high-volume environment.
• Basic knowledge of computers operating systems applications hardware networking and access management.
• Strong troubleshooting and problem-solving skills.
• Clear verbal communication and good customer-service skills.
• Ability to explain technical information to non-technical users.
• Experience documenting incidents using a service-management or ticketing system.
• Ability to follow procedures and escalation processes.
• Flexibility to work weekends Saturdays holidays or on-call shifts as required.
• Willingness to complete background checks security screening and client training.

Preferred Qualifications

• Experience supporting healthcare insurance clinical or other regulated environments.
• Experience supporting clinical or business-critical applications.
• Experience with Amazon Connect or another contact-center platform.
• Experience with ServiceNow or a similar ticketing system.
• Knowledge of Microsoft 365 Active Directory and remote-support tools.

Additional Information :

At Endava were committed to creating an open inclusive and respectful environment where everyone feels safe valued and empowered to be their best. We welcome applications from people of all backgrounds experiences and perspectivesbecause we know that inclusive teams help us deliver smarter more innovative solutions for our customers. Hiring decisions are based on merit skills qualifications and potential. If you need adjustments or support during the recruitment process please let us know.

Remote Work :

No

Employment Type :

Full-time