Senior Service Desk Analyst

2 months ago

Aberdeen, Aberdeen City, United Kingdom Sword Group Full time

Sword Group is a leading provider of business technology solutions within the Energy, Public and Finance sectors, driving real transformation change within our clients. We use proven technology, specialist teams and domain expertise to build solid technical foundations across platforms, data and business applications. We have a passion for using technology to solve business problems, working in partnership with our clients to help them achieve their goals.

If you are an experienced Service Desk Analyst with some Desktop experience and are looking to take the next step in your career with a growing company, we're delighted to share a newly created opportunity to join the Sword Group team in the role of Senior Service Desk/Desktop Support Analyst.

Key Responsibilities:

  • You will provide a coordinated, consistent and effective 1st Line IT technical support in a mixed Windows/Exchange environment to end users, resolving problems and issues in-line with documented procedures.
  • You will be responding to requests for IT assistance and service from end users, dealing with enquiries efficiently in a polite and courteous manner.
  • You will be logging and categorising customer interactions concisely and efficiently, while taking ownership and following these up to completion.

Requirements:

Here are the key skills and experience relevant to this role:

  • 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.

Benefits:

Our people are supported and encouraged to develop their career with Sword Group through their own personal learning and development plan, alongside a competitive salary, pension, private health, wellbeing and insurance schemes, a flexible approach to working, and employee assistance programme.

Sword Group is committed to maintaining a diverse environment and is proud to be an equal opportunities 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, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation.

If we can do anything to help make the hiring process more accessible, please let our talent acquisition team know when you apply so we can support any adjustments.

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