Senior Service Desk Analyst

Responsibilities:

• 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

Required:

• 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