Position Overview:

The IT Service Desk Analyst acts as the first point of contact for technical support within the organization. This role is responsible for providing timely and effective support to internal users for hardware, software, network, and system-related issues. The analyst will troubleshoot problems, escalate when necessary, and ensure high levels of customer satisfaction.

Key Responsibilities:

Serve as the first point of contact for users seeking technical assistance via the service portal.
Troubleshoot and resolve basic to intermediate hardware, software, and network issues.
Record and track all incidents and service requests using the IT service management tool.
Escalate complex or unresolved issues to appropriate support teams in a timely manner.
Assist in onboarding/offboarding users, including setting up workstations, email accounts, and access permissions.
Follow standard operating procedures and contribute to the development and documentation of new processes.
Maintain and update IT knowledge base articles and support documentation.
Monitor system alerts and take necessary actions to resolve or escalate.
Deliver excellent customer service and communicate effectively with users at all technical levels.
Participate in continuous improvement efforts to enhance service desk efficiency and user experience.
Monitor batch schedule and triage issues.

Qualifications:

1–3 years of experience in a technical support or IT service desk role.
Strong knowledge of Windows and/or macOS operating systems, Microsoft 365, and common desktop applications.
Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
Familiarity with Active Directory, Azure Entra, remote support tools, and ticketing systems (e.g., ServiceNow, Jira, or Assyst).
Excellent communication, customer service, and problem-solving skills.
Ability to prioritize and manage multiple tasks in a fast-paced environment.
Desired skills but not essential:
Some experience of scheduling tools such as Tivoli Workload Scheduler (TWS), Control-M or ActiveBatch.
Linux or Unix scripting skills such as Bash and Regex
SFTP administration
Database and SQL basics

About Clarks

Clarks, based in Somerset, England, has been at the forefront of innovative shoemaking since its foundation in 1825 when brothers James and Cyrus Clark made a slipper from sheepskin off-cuts. Sparking revolutions and defining generations, Clarks archive of over 22,000 pairs includes the inimitable Desert Boot and Wallabee – and a ground-breaking combination of invention and craftsmanship remains at the heart of what the brand does now. Cutting-edge collaborations with cultural icons and KOLs, taking strides in social change, reimagining legendary silhouettes, and making shoes that move with the world ahead – Clarks is never standing still.

Service Desk Analyst Ops Support