Craig Drummond
Tech Recruitment
+1 (345) 936 1765 Apply Now

Senior Service Desk Analyst



  • To act as a single point of contact for phone calls, emails and service desk requests from
  • staff regarding technology issues, queries and requests for assistance
  • Provide an excellent level of customer service to callers, by providing them with appropriate
  • support responses and friendly communication
  • Ensure that all requests are accurately logged and managed in the Technology Service Desk
  • system
  • Troubleshoot technology related problems from in-house software to hardware, such as
  • thin client terminals, laptops, printers, and mobile devices
  • Case management – to manage caller’s expectations by updating and escalating unresolved
  • calls to the escalation team
  • Adhere to all technology processes such as incident management, change management,
  • problem management etc.
  • Conduct user administration – joiners/movers/leavers/transfers/promotions/application
  • access
  • Mobile device administration and support
  • To liaise with third party suppliers for additional technical support
  • Installation of equipment – Thin clients, PC’s, printers, laptops, photocopiers, VC systems.
  • Being aware of cyber security risks that exist and escalate any events or concerns that are
  • Provide support to other Service Desk analysts across the team


  • A minimum of two years’ experience in a similar role
  • Being able to evidence a keen interest in technology and new technology is preferred, and higher
  • education experience of technology would be an advantage.
  • Knowledge in Microsoft Windows 10, Microsoft Office & Teams, Microsoft Exchange
  • Experience with Active Directory, IManage Work DMS, Mimecast
Craig Drummond
Tech Recruitment
+1 (345) 936 1765 Apply Now

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