Senior IT Service Desk Analyst

6 days ago

Coleshill, Warwickshire, United Kingdom Pertemps Bond Full time
Pertemps Bond: A Forward-Thinking Organisation

We are seeking a highly skilled Senior IT Service Desk Analyst to join our dynamic team at Pertemps Bond. As a key member of our IT department, you will play a crucial role in maintaining our IT infrastructure and ensuring our users have the best possible experience.

Role Overview

The Senior Service Desk Analyst is responsible for the day-to-day operations of the Service Desk. This includes providing troubleshooting and problem resolution for users, resolving escalated issues, and working closely with the IT department to ensure high-quality customer service.

Key Responsibilities
  • Familiarity with IT Service Desk processes and SLAs.
  • Utilisation of advanced technical skills to analyse and resolve technical issues and tasks, including setting up shared drives, mapping network drives, installing and updating software, and network troubleshooting.
  • First, second, and third-level call centre support.
  • Application deployment using company-approved software distribution mechanisms.
  • Retention of ownership of requests and incidents until resolution, communicating status to customers and coordinating resolution with relevant support teams.
  • Support for account administration in times of need.
  • Active identification, assessment, recording, resolution, or escalation of incidents and service requests, ensuring they are handled within an agreed time limit, within agreed processes, and in a professional and customer-sensitive manner.
  • Incident and request management to end-users on technology issues.
  • Answering queries by telephone, service desk tickets, and walk-in customers.
Qualifications & Experience
  • Experience: Minimum 5 years of experience in an IT Service Desk or IT Support role.
  • Problem-Solving Skills: Strong analytical skills with the ability to troubleshoot complex technical issues effectively.
  • Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
  • Leadership: Demonstrated leadership qualities with a proactive approach to problem-solving and team development.
  • Customer Focus: A strong commitment to delivering exceptional customer service and a user-centric approach to IT support.
What We Offer

Hours working Monday – Friday 9.00am – 5.30pm

Salary £30,000 per annum

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