Senior Technical Support Specialist

2 weeks ago

Coleshill, United Kingdom Pertemps Tamworth Full time

Pertemps Tamworth is collaborating with an innovative organization seeking to fill the position of Senior IT Service Desk Analyst on a full-time permanent basis.

We are in search of a skilled Senior IT Service Desk Analyst to enhance our dynamic team, playing a crucial role in sustaining our IT infrastructure and ensuring optimal user experiences.


Position Overview:
The Senior Service Desk Analyst will oversee the daily functions of the Service Desk.

This role encompasses troubleshooting and resolving user issues, addressing escalated problems, and partnering closely with the IT department to guarantee the delivery of high-quality customer service.

Key Responsibilities:
  • Proficient in IT Service Desk protocols and Service Level Agreements (SLAs).
  • Employ advanced technical expertise to diagnose and rectify technical challenges, including but not limited to configuring shared drives, mapping network drives, software installation and updates, and network troubleshooting.
  • Deliver first, second, and third-level support through the call center.
  • Facilitate application deployment utilizing company-approved software distribution methods.
  • Maintain ownership of requests and incidents until resolution, providing status updates to customers and coordinating solutions with relevant support teams.
  • Offer support for account management as needed.
  • Proactively identify, assess, document, resolve, or escalate incidents and service requests, ensuring they are managed within agreed timelines and processes, while maintaining a professional and customer-sensitive approach.
  • Provide incident and request management for end users regarding technology-related issues.
  • Respond to inquiries via telephone, service desk tickets, and in-person visits.

Qualifications & Experience:
Experience:
A minimum of 5 years in an IT Service Desk or IT Support capacity.

Problem-Solving Skills:
Strong analytical abilities with a proven track record of effectively troubleshooting complex technical issues.

Communication:
Exceptional verbal and written communication skills, capable of conveying technical concepts to non-technical audiences.

Leadership:
Demonstrated leadership qualities with a proactive approach to problem-solving and team development.

Customer Focus:
A dedicated commitment to delivering outstanding customer service and a user-centric approach to IT support.

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