Senior Service Desk Analyst

Our client requires and experienced Service Desk Analyst to assist with the day-today activities of the service and performance of the team and ensure that service desk staff have the right level and standard of training to perform their role effectively. To resolve reported Incidents to the customer's satisfaction, using approved methods, tools and procedures and in accordance with published KPI's and internal SLA's. To communicate clearly with customers about Incidents and service affecting issues at all times. They will gain an in-depth understanding of core processes, software and infrastructure and pro-actively apply such knowledge to First Line Support.

Responsibilities

* Act as a single point of contact for phone calls, emails and walk-ins from staff regarding IT issues and queries. Act as a point of escalation for the team.
* Ensure all Incidents and Service Requests are successfully and accurately identified, categorised, prioritised, diagnosed and managed in the Service Desk IT Service Management Tool. To carry out qualitative checks on the Incident Management process and provide excellent and clear communication of Incidents.
* Provide first class 1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as Mobiles, Laptops, PCs, Tablets and Printers
* Support the Service Desk Team leader in producing statistical, trend and management information reports where required
* Monitor, moderate and create process documentation and knowledge base articles and ensure the team adhere to the agreed policies and procedures at all times.
* Actively promote the Service Desk in all forms of interaction, including representing the team in customer service reviews.
* Support Analyst in communicating major incidents and outages to the business.
* Support the Problem Management function in the root cause analysis of incidents and help to reduce the number of re-occurring incidents by pro-actively spotting trends.

Requirements

* Experience of working as a senior/lead IT Service Desk analyst
* Experience of working to, and consistently Service Level Agreements and targets
* Understanding of and experience of using ITIL processes for Incident and Problem management
* Ability to clearly translate technical issues and solutions in plain language to non-technical audience
* Experience of managing stakeholder / customer expectations
* Ability to identify and implement service improvements
* Experience of producing management information, reporting and KPIs
* ITIL v3 Foundation qualification is essential
* MCP certification would be desirable







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