Senior Service Desk Analyst

JOB SUMMARY

This is an excellent opportunity for an experienced Service Desk professional to join a dynamic retail company serving both to public and trade customers. You will be supporting 270+ stores in the UK as well as a Head Office function and remote users. The Service Desk aim is to facilitate the restoration of normal operational service with minimal business/customer impact.

The Senior Service Desk Analyst role has the responsibility for:

– Restoration of normal service with agreed SLAs, via participation and adherence to the Incident Management process.
– Provision of 1st & 2nd line support for a wide range of software, applications (EPOS) and hardware technologies.
– To ensure that Service Desk tasks are performed correctly and in a timely manner.
– Delivery of high-quality communications to customers and other team / department members.
– Deputise for the Service Desk manager during absence.
– Manage the procurement processes and procedures 

Candidates should be happy to occasionally work outside normal 9-5 hours (on a rota basis) and should have the following skills – 

– MCP’s or potential to achieve this level of technical ability.
– Understanding of telecoms and mobile devices such as Blackberry / Iphone
– Strong Scheduling skills
– Good communication skills, able to communicate technical ideas to non-technical people.
– 5+ years experience of working in an IT Service Support environment
– Excellent working knowledge of Windows desktop & laptop environments including Active Directory/Windows 7/Microsoft Office.