Service Desk Analyst 28,000 - 32,000 with excellent benefits, including annual bonus and other financial incentives.Milton Keynes, office based.Monday - Friday: 8am-4pm, 10am-6pm, and 2pm-10pm - Rota BasisYou will play a critical role in providing top-tier technical support to end-users, acting as the first point of contact for all IT-related issues. You will manage, triage, and resolve tickets efficiently, ensuring customers receive timely and accurate solutions. Your work will directly contribute to maintaining high levels of user satisfaction through exceptional customer service, technical troubleshooting, and ticket management.This is a first line role, with the emphasis on ticket management/customer experience.As a Service Desk Analyst, some of your duties will include:Ticket Management and Triaging:First point of contact for technical assistance.Categorise and prioritise tickets (hardware, software, network).Ensure timely updates and follow-ups.Incident and Request Handling:Log, track, and resolve incidents.Troubleshoot common issues; escalate when needed.Provide clear instructions for issue resolution.Customer Support Excellence:Deliver exceptional customer service.Handle queries professionally and timely.Update users on ticket status and resolution times.SLA Adherence:Focus on meeting SLAs for response and resolution times.Track and report ticket progress; escalate when SLAs are at risk.Knowledge Base and Self-Service:Create and maintain knowledge base articles and