Senior ICT Service Desk Analyst

1 month ago

Chelmsford, United Kingdom Ringway Jacobs Full time

Senior ICT Service Desk Analyst

Chelmsford, CM1 1QU

Full Time


On behalf of our client, we are recruiting a Senior ICT Service Desk Analyst.

Reporting to the IT Service Desk Manager, this role is responsible for providing high-quality technical support for internal staff and external customers.

As Senior ICT Service Desk Analyst, you will also monitor and respond to incoming IT support requests via the ticketing system, telephone or from colleagues.

Your main responsibilities will include providing troubleshooting, diagnostics and technical fixes across a range of desktop and mobile systems, whilst keeping accurate record of issues within the ITSM system, and being a point of escalation other team members.

Key Responsibilities

  • Deputise for the IT Service Desk Manager
  • Implement fixes and solutions which are in line with IT standards either directly with customer or via email, remote control or onsite
  • Maintain accurate records of support issues using the company’s ITSM system
  • Set up / relocate new desktops, laptops, tablets, phones and other devices such as printers etc
  • Build and deployment of IT equipment as required
  • Undertake user management - creating / removing / password resets and access management etc.
  • Provide proactive problem management though checking manufacture websites
  • Maintain a good understanding of the systems infrastructure and architecture for users issues to be diagnosed quickly
  • Produce collateral for use on our websites, such as self-help articles, help videos and blog post
  • Offer support and training with new devices and software

About You

  • ITIL Foundation certificate.
  • Previous experience supporting Android, mobile device management software or AirWatch (WorkspaceONE)
  • Previous experience working as a 2nd line IT support engineer
  • Previous experience in a customer facing environment
  • Previous experience of hands-on desktop support with a range of operating systems
  • Hardware configuration and deployment including PCs, laptops, tablets, mobiles and printers
  • Microsoft Office support including Outlook, Word, Excel and Office 365
  • Previous experience supporting security products including Anti-Virus
  • Excellent diagnostic and proven problem-solving skills
  • Excellent communication, organisational and time-management skills


Please apply for more info

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