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Lead IT Support Analyst

2 months ago

Coleshill, Warwickshire, United Kingdom Pertemps Bond Full time
Position Overview:
Pertemps Bond is collaborating with an innovative organization seeking a dedicated Senior IT Service Desk Analyst to enhance their team. This role is pivotal in ensuring the smooth operation of IT services and delivering exceptional user experiences.
Role Responsibilities:
  • Oversee daily Service Desk functions, ensuring effective troubleshooting and resolution of user issues.
  • Utilize advanced technical expertise to address and resolve a variety of IT challenges, including software installations, network configurations, and system troubleshooting.
  • Deliver multi-tiered support, addressing first, second, and third-level inquiries.
  • Facilitate application deployment through approved software distribution methods.
  • Maintain ownership of incidents and requests, providing timely updates to users and coordinating with relevant support teams for resolution.
  • Assist with account management as required.
  • Proactively identify, document, and resolve incidents and service requests, ensuring adherence to established timelines and professional standards.
  • Manage incident and request workflows for end users experiencing technology-related issues.
  • Respond to inquiries via phone, service desk tickets, and in-person visits.
Qualifications:
  • Experience: At least 5 years in an IT Service Desk or IT Support capacity.
  • Analytical Skills: Proven ability to troubleshoot and resolve complex technical problems efficiently.
  • Communication Skills: Strong verbal and written communication abilities, capable of conveying technical information to non-technical audiences.
  • Leadership Skills: Demonstrated leadership with a proactive approach to problem-solving and team enhancement.
  • Customer Service Orientation: A commitment to providing outstanding customer service and a user-focused approach to IT support.
Work Schedule:
Standard hours are Monday to Friday, 9:00 AM to 5:30 PM.
Compensation:
Annual salary of £30,000.