Senior IT Support Analyst

3 weeks ago


Bristol, United Kingdom Reed Full time

**Reed Technology are delighted to be working with a leading organisation based in central Bristol with their search for a Senior Service Desk Analyst to join their highly regarded and successful team**

**What you will be doing**:

- Respond and resolve incidents and service requests raised by the firm in line with SLAs
- Maintain tickets within the IT Service Management tool and keep end users regularly updated
- Take responsibility for flagging high priority calls and escalating when required
- Ensure that assets are tracked, and the asset management policy is followed
- Work to the standards required within the ITIL framework (Service Transition, Service Operation and Continual Service Improvement)
- Develop relationships and build a rapport with colleagues and stakeholders
- ‘Be a Team Player’ and provide support and guidance to other team members
- Document processes and contribute to the knowledgebase of the team to enhance continuous professional development
- Adhere to the client’s ISO27001 and Cyber Essentials Plus information security procedures.
- Consult with the Commercial NOC and 3rd party suppliers to resolve incidents and develop individual skillset
- Setup laptops and mobile phones ready for use by the firm

**What we are looking for**:

- You will be able to demonstrate experience of working in a busy client facing service desk environment
- Exceptional customer service and communication skills; both written and verbal
- Root cause analysis, problem management and prioritisation skills are required to ensure all issues are resolved for all our customers as well as meeting the contracted SLAs
In addition to the above, proven experience with the technologies listed below will be required:

- Windows 10 set-up, configuration, troubleshooting and performance tuning
- Microsoft Office and third party plug-ins
- Active Directory administration and Azure AD
- Windows Server 2016, 2019
- Microsoft SCCM and Intune
- Web and E-mail security products
- Antivirus software
- Managed Print solutions
- iPhone and iPad setup and troubleshooting
- ITIL processes

**It would also be beneficial to have experience of the following but not an essential requirement**:

- Exchange
- Citrix
- Corporate wireless systems


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