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Senior Service Desk Analyst

2 months ago

London, Greater London, United Kingdom Reed Full time

Job Title: Senior Service Desk Analyst

Job Summary:

We are seeking a highly skilled Senior Service Desk Analyst to join our team at Reed. As a Senior Service Desk Analyst, you will be responsible for providing second-line technical support to users, diagnosing and resolving problems, and escalating incidents to third-line support teams.

Key Responsibilities:

  • Provide second-line technical support to users via phone, email, and in-person
  • Accurately log and process support calls and escalate to the appropriate team
  • Ensure calls are acknowledged and fixed within agreed service level agreements
  • Assist third-line support teams as needed
  • Assist with user and desktop account administration
  • Keep users informed on the progress of their call and escalate calls to second/third-line as required
  • Document processes and procedures for resolving incidents and fulfilling requests
  • Provide on-site advice and support in the use of computer equipment
  • Participate in local IT development groups and other meetings as requested

Requirements:

To be successful in this role, you will need to have second-line support experience and a strong understanding of IT systems and processes.