Senior IT Support Specialist

2 days ago

Inverurie, United Kingdom SWORD Full time
Senior Service Desk/Desktop Support Analyst

Sword, a leading provider of business technology solutions, is seeking an experienced Service Desk Analyst to join our team. As a Senior Service Desk/Desktop Support Analyst, you will play a critical role in delivering exceptional IT support to our clients.

Key Responsibilities:

  • Provide first-line IT technical support in a mixed Windows/Exchange environment to end-users, resolving problems and issues in-line with documented procedures.
  • Respond to requests for IT assistance and service from end-users, dealing with enquiries efficiently in a polite and courteous manner.
  • Log and categorise customer interactions concisely and efficiently, taking ownership and following up to completion.

Requirements:

  • Experience in an SLA-driven, ticketed Service Desk or 1st/2nd Line role.
  • Excellent communication skills.
  • Experience of applying processes and procedures.
  • Experience of building and maintaining excellent relationships with customers.
  • IT troubleshooting skills.
  • Delivering a consistent first-class service to customers.
  • Experience of working in a user support role.
  • ITIL Foundation V4 qualification (or working towards).
  • Excellent customer service skills.
  • Strong personal organisational skills.
  • Self-motivated with the ability to multi-task and prioritise workload.
  • Excellent communication skills at all levels.
  • Flexible approach to work with the ability to adapt to change.

What We Offer:

  • A competitive salary and benefits package.
  • A comprehensive training and development programme.
  • A collaborative and supportive work environment.
  • The opportunity to work with a leading provider of business technology solutions.

Sword is committed to maintaining a diverse environment and is proud to be an equal opportunities employer. We welcome applications from all qualified candidates and are happy to discuss flexible working arrangements.

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