Service Desk Analyst

Available 24/7, 365 days a year, our Service Desk specialists help clients and internal employees by delivering managed infrastructure and application services. They provide frontline support for IT issues, incident resolution, user inquiries, and service requests, ensuring efficient problem-solving, user satisfaction, and seamless operations through effective communication and troubleshooting. 

Responsibilities: 

• Act as first point of contact to support customers reporting issues, requesting information, access, or guidance, via email, phone, IM or any other agreed channel.
• Log, classify, troubleshoot, resolve or escalate incidents or requests using ITSM tools and according to internal procedures.
• Advise customers on appropriate course of action and timelines using a professional, customer-oriented language.
• Act as an interface between customers and Endava support teams.
• Collaborate with internal/external departments to deliver a high-quality service.