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Senior Technical Support Analyst - Service Desk Support.

  • technology
  • permanent
  • Essex

Senior Technical Support Analyst (Service Desk, Technical Support)

A leading business in the local government space are looking to hire a Senior Technical Support Analyst (Service Desk, Technical Support). This is a vital role in ensuring ICT support exceeds customer expectations. The Senior Technical Support Analyst (Service Desk, Technical Support) will be responsible for providing a high level of IT support to the business' users, and responding to calls and tickets from users, clearly identifying issues and troubleshooting through to resolution.

 

Responsibilities for the Senior Technical Support Analyst (Service Desk, Technical Support)

  • Provide 1st and 2nd line support as part of the Service Desk team, and technical support to end users on various technical issues and problems relating to hardware, software and peripherals.
  • Be responsible for responding to, documenting and resolving service tickets in a timely manner according to agreed SLAs
  • Perform and complete all aspects of service (telephone calls, web incidents, walk ups, floor walking, voicemails, call backs, e-mails etc.) to ensure the successful resolution of issues and requests, providing workarounds when appropriate
  • Support diagnosis of hardware and software faults and solve technical and application problems at 1st and 2nd line level
  • Perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention

 

Requirements for the Senior Technical Support Analyst (Service Desk, Technical Support)

  • Experience coaching and mentoring more junior service desk analysts
  • Hands-on experience working in an end-user desktop support role or IT operations environment
  • Knowledge of ITIL processes
  • Experience with service desk call logging and tracking systems
  • Technical experience in the following - Windows OS (desktop and server), Active Directory, Exchange, TCP/IP, DNS, DHCP
  • Experience with remote support tools
Sam Jones