Senior Technology Service Desk Analyst

3 days ago


Manchester, United Kingdom Travel Counsellors Ltd Full time

We're looking for a Senior Technology Service Desk Analyst with a high level of technical expertise for a hands-on role providing a robust IT support service in a fast-paced IT department to remote end-users and head office colleagues globally.
The Senior Technology Service Desk Analyst will work closely with application, platform, and security teams, utilising strong customer service skills.
About the Role Acting as a key point of contact to deliver an effective and efficient technical support service, you will be required to resolve any IT-related queries and/or incidents by reporting issues, requesting information or access, and recommending innovative solutions to enable users to quickly return to their duties.
You will be encouraged to own issues through to complete resolution, providing an opportunity to input into the whole user experience and develop confidence and skills in more junior members of the team.
Principal Accountabilities Act as the routine point of contact, receiving and handling requests for support, providing investigation and diagnosis and logging incidents and service requests in the Service Management Tool.
Respond to a broad range of service requests, including security and high-priority ticket types, providing support and fulfilling requests to enable a resolution within agreed SLAs.
Take full ownership of issues and deliver outstanding customer service by always being willing to find answers to all questions and act as a point of escalation for more complex issues.
Work within a Microsoft environment of Windows 10, Office365, Azure AD, Teams, and Intune MDM.
Familiarise yourself with and contribute to the IT knowledge base and other information resources, and take every opportunity to self–learn.
Work on a shift pattern Monday to Friday and help ensure the team has adequate rota and office presence.
Benefits A competitive basic salary + annual company bonus Flexible hybrid working model Career development and promotional opportunities 25 days holidays (increasing to 28 after 5 years of service) A Moments That Matter Day (annually) Enhanced maternity/paternity pay Holiday buy and sell (up to 5 days per year) 3 paid days charity leave Company events, socials, and incentives 3x annual salary death in service benefit Company pension scheme Costco membership Salary sacrifice, company car scheme Cycle to Work Scheme Employee Assistance Programme Free breakfast, fruit, and hot/cold beverages Referral scheme Employee discount Private medical insurance (taxable benefit) or healthcare cash plan (costs incurred by employees)



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