Senior Service Desk Analyst

Senior Service Desk Analyst – £22k – £26k + Benefits – Ipswich – Permanent

Do you have experience of working in a Service Desk Role? Are you experienced in supporting frameworks such as ITIL? Do you have the ability to use call logging software, coupled with strong knowledge of Microsoft-based operating systems?

This is a fantastic opportunity to join an exciting organisation within the Built Environment sector. The role reports to the IT Service Desk Team Leader and the ideal candidate will have specialist knowledge within an IT Service Desk Environment, having worked at 1st and 2nd line and looking to further enhance their skills and experience.

Responsibilities:

Be the first point of contact for escalations within the team
Identify potential system problems and escalate appropriately
Act as deputy Manager in the absence of the Team Leader
When required be available to provide IT support outside of normal business hours; such as rotated weekend and evening support
To maintain a high level of customer service at all times
To act as first point of contact for all staff as a 1st level IT Service Desk Analyst
Provide comprehensive phone support for the resolution of user’s incidents and problems
To take ownership of user incidents and be proactive when dealing with user issues
Provide complex technical troubleshooting assistance to users across the business
Respond to enquiries from clients and help them resolve any hardware or software problems, or carry out any requests for service
Provide 2nd level support for standard software and client applications

Skills/Experience Required:
Possess excellent customer service skills and the ability to communicate at all levels
Possess strong analytical and problem solving skills
Ability to apply logical thinking and work under pressure
Ability to coach and mentor
ITIL V3 Foundation Certified – Desirable
Service Desk Institute (SDI) Desirable
Microsoft Certification (MSDST) – Desirable
Comptia A+ – Desirable
Possess experience in a similar IT service desk role
Have a good understanding of IT operational support frameworks, including all ITIL
Experience of using call logging software
Microsoft Active Sync and Remote Desktop Tools
Good understanding of Microsoft Active Directory and Microsoft Exchange is essentialIn return you will receive:
Salary £26,400 – £31,200
25 days holiday
Pension Contribution Scheme

Senior Service Desk Analyst – £22k – £26k + Benefits – Ipswich – Permanent