Senior Service Desk Analyst

3 weeks ago

UK, United Kingdom National Car Parks Limited Full time
Purpose of the role for Senior Service Desk Analyst:

As the Senior Service Desk Analyst, you will sit between the 1st line support and Technology Service Desk Manager, honing your skills to become a technical authority for the team. You will provide support and assistance on backend systems under the direction of the Technology Service Desk manager as required, supporting the completion of 1st and 2nd line tasks as well as proactively inputting into project related work, which is growing all the time.

The successful candidate will join the team responsible for the technical support and maintenance of appropriate company technology systems and end user devices to ensure users are able to perform their daily activities in a secure, effective, and efficient manner.

Key Responsibilities:

KEY RESPONSIBILITIES:

How you will make a difference:

  • Able to support and troubleshoot Microsoft Windows 7-11 and Server 2008-2022 operating systems and M365 suite, with in depth understanding of Server Environments, SharePoint and security maintenance tasks
  • Assist the team to monitor internal assets to ensure accurate inventory records
  • Manage the customer experience and expectations throughout the life cycle of service desk interactions. Build and maintain relationships to create a positive customer experience
  • Provide assistance and support to remote and office-based end users to maintain a secure and productive working environment
  • Provide high levels of consistent support and customer service in line with service desk policies, procedures and SLAs
  • Work closely with our Network & Infrastructure and Parking Equipment teams to deliver a joined up and consistent quality of service.

PERSON SPECIFICATION

Knowledge, Qualifications and Experience

Relevant experience working with:

  • Microsoft Active Directory, Group Policies and Exchange 2013.
  • Email Security Policies and maintenance.
  • Virtual Machine management and maintenance using VMWare
  • Knowledge of Data Protection and Information Security best practices
  • Strong diagnostic and problem resolution experience
  • Good understanding of monitoring servers and services using industry standard monitoring tools
  • An understanding GDPR is beneficial

Personal attributes:

  • Good communicator, able to explain complex technical subjects to senior business management and to wider internal customer base
  • Self-starting and able to manage ambiguity
  • Enthusiastic, open and committed to delivering high quality recommendations to the business.
  • Builds team spirit and inspires creative and innovative approaches to promote successful delivery across the business
  • Demonstrates empathy and responsiveness to the business operational, commercial and strategic technology needs in both the short and long term
  • Actively seeks feedback, using it to improve own performance and that of others

Personal attributes:

  • Good communicator, able to explain complex technical subjects to senior business management and to wider internal customer base
  • Self-starting and able to manage ambiguity
  • Enthusiastic, open and committed to delivering high quality recommendations to the business.
  • Builds team spirit and inspires creative and innovative approaches to promote successful delivery across the business
  • Demonstrates empathy and responsiveness to the business operational, commercial and strategic technology needs in both the short and long term
  • Actively seeks feedback, using it to improve own performance and that of others
This role offers a hybrid work setup - 4 days in the central London office, 1 day WFH

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