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Senior IT Support Specialist

2 months ago

Coleshill, Warwickshire, United Kingdom Pertemps Bond Full time

Pertemps Bond is seeking a skilled Senior IT Service Desk Analyst to join our client's dynamic team in Coleshill.

This role is crucial for maintaining the organization's IT infrastructure and ensuring a seamless experience for all users.

Role Overview

The Senior Service Desk Analyst will be responsible for the day-to-day operations of the service desk. This includes providing troubleshooting and problem resolution for users, handling escalated issues, and collaborating closely with the IT department to deliver exceptional customer service.

Key Responsibilities
  • Demonstrate a thorough understanding of IT Service Desk processes and SLAs.
  • Utilize advanced technical skills to analyze and resolve complex technical issues, including network troubleshooting, software installation and updates, and shared drive setup.
  • Provide first, second, and third-level support to end users.
  • Manage application deployment using approved software distribution methods.
  • Maintain ownership of requests and incidents until resolution, providing regular status updates to customers and coordinating with relevant support teams.
  • Provide assistance with account administration when needed.
  • Actively identify, assess, record, resolve, or escalate incidents and service requests, ensuring they are handled within agreed timeframes, processes, and in a professional and customer-focused manner.
  • Offer incident and request management support to end users regarding technology issues.
  • Respond to inquiries via telephone, service desk tickets, and walk-in customers.
Qualifications & Experience
  • Experience: Minimum of 5 years of experience in an IT Service Desk or IT Support role.
  • Problem-Solving Skills: Strong analytical skills with the ability to effectively troubleshoot complex technical issues.
  • Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts clearly 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.