Senior Service Desk Analyst

☞ The Search Consultant

View: 107

Update day: 07-05-2024

Location: Wolverhampton West Midlands

Category: IT - Software

Industry: Marketing Advertising Staffing Recruiting Financial Services

Position: Associate

Job type: Full-time

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Job content

Company

IT support company, who are a friendly bunch of professional IT experts who actually like to get out and about, meet clients face-to-face and talk plain English over a coffee and retain long term clients.

Job Purpose/Outline Of Role

The role of a Senior Service Desk Analyst is to provide Second and Third line technical support along with mentoring Service Desk Analyst and providing a point of escalation. A Senior Service Desk Analyst will also design solutions for supported customers and help with installation and configuration of complex professional Services projects. To be successful in this role you will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of problems, which may range from straightforward to more complicated technical issues.

Responsibilities
  • Act as an escalation point for Service Desk Analysts who have issues that they are unable to resolve. Work with them to transfer knowledge to aid their ability to fix issues without escalation.
  • Create and maintain knowledge base articles and other service documentation as things change.
  • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
  • Ensure all enquires are kept updated on the Service Desk Call Logging system.
  • Provide troubleshooting of more complex IT related problems from industry standard software and services, such as Microsoft Cloud and On-premise services.
  • Provide troubleshooting of more complex IT related problems from industry standard hardware, such as mobile phones, Laptops, PCs and Printers.
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles.
  • To arrange for external technical support where problems cannot be resolved in house.
  • Support Technical and Senior Technical Consultants, where required, either remotely or on site with installation projects.
  • Design solutions for supported customers.
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Deadline: 21-06-2024

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