Senior Technical Support Analyst

3 weeks ago

Aberdeen, Aberdeen City, United Kingdom SWORD Full time

Sword stands as a premier provider of technological solutions across the Energy, Public, and Finance sectors, facilitating significant transformational changes for our clients. Our approach combines proven technologies, specialized teams, and deep domain knowledge to establish robust technical infrastructures spanning platforms, data, and business applications. We are passionate about leveraging technology to address business challenges, collaborating closely with our clients to help them achieve their objectives.

If you are a seasoned Service Desk Analyst with experience in Desktop support and are eager to advance your career within a reputable and expanding organization, we are pleased to present a newly established opportunity to join the Sword team as a Senior Service Desk/Desktop Support Analyst.

Overview of Your New Role:

  • You will deliver coordinated, consistent, and effective first-line IT technical support in a mixed Windows/Exchange environment to end users, resolving issues in accordance with established procedures.
  • You will respond to IT assistance requests from end users, addressing inquiries efficiently and courteously.
  • You will accurately log and categorize customer interactions, taking ownership and ensuring follow-up to resolution.

Key Skills and Experience Required:

Here are the essential qualifications relevant to this position:

  • Experience in a Service Desk or 1st/2nd Line role within an SLA-driven, ticketed environment.
  • Exceptional communication abilities.
  • Proficiency in applying established processes and procedures.
  • Ability to cultivate and maintain strong relationships with customers.
  • IT troubleshooting expertise.
  • Commitment to delivering a consistent, high-quality service to customers.
  • Experience in a user support capacity.
  • ITIL Foundation V4 certification (or in progress).
  • Outstanding customer service skills.
  • Strong organizational capabilities.
  • Self-motivated with the capacity to multitask and prioritize effectively.
  • Excellent communication skills across all levels.
  • Adaptable approach to work with the ability to embrace change.

Benefits:

At Sword, we support and encourage our employees to advance their careers through personalized learning and development plans, alongside a competitive salary, pension, private health, wellness, and insurance programs, a flexible working approach, and an employee assistance program.

Sword is dedicated to fostering a diverse environment and is proud to be an equal opportunity employer. All applicants receive equal consideration for employment regardless of age, disability, gender identity or reassignment, marital or civil partner status, pregnancy or maternity status, race, color, nationality, ethnic or national origin, religion or belief, sex, or sexual orientation.

If there are any adjustments we can make to enhance the accessibility of the hiring process, please inform our talent acquisition team during your application.

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