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Vacancy Details

Senior Service Desk Analyst

Business Area: IT
Location: Pinesgate
Salary: £24,000 p.a. plus excellent benefits

As a Senior Analyst you must provide users guidance and first level support by assisting in problem resolution, acting as the key contact for on-site and remote users for terminal and production problems and inquiries.  You will also have the responsibility of managing major incidents and arranging the follow PIR report and meeting and will be required to carry out training of new Service Desk Analysts and deputise for the Service Desk Team Leader.

Key accountabilities of the role include:

• Investigation and resolution of complex / escalated incidents in a customer focussed and proactive manner.
• Maintenance of contact with users on operational and production problems.
• Liaising with various teams in IT to complete incidents within SLA.
• Assistance in resolving technical computer operations equipment problems.
• Carrying out proactive problem investigations including managing meetings and updating action plans.
• The ability to recognise and identify potential areas where existing policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion.
• Striving to learn the job functions of the position’s immediate superior as well as peer level positions with whom the individual interacts.

The ideal candidate will posess the following:

• A good standard of education
• A degree of flexibility
• Experience in a customer service related environment
• Basic knowledge of all enterprise hardware and software in use within the enterprise
• A strong background within a IT Service Desk Environment.

If you have the skills and experience that we need, apply online today!

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