Senior Service Desk Analyst

Location: Cheshire
Type: Permanent
Rate/Salary: £20000 to £24000

My client is looking for an experienced Senior Service Desk Analyst to work within a busy multinational business – responsible for front-line role support, dealing directly with customers who have IT issues and requests.

You will act as first 1st line defence – fixing and escalating in a coordinated (ITIL Framework) manner as well as daily maintenance of network, server and desktop as well as connected printers and wifi devices.

Key Activities

  • Responding to and logging people’s requests and faults submitted by telephone, email and the IT Service Desk self-service logging tool.
  • Prioritising support calls and allocating them to the relevant technical support team/s.
  • Running daily system checks and alerting technical support teams as required.
  • Diagnosing and resolving hardware/software faults.
  • Analysing call logs to spot trends and underlying issues.
  • Management and ownership of requests and faults reported to the IT Service Desk.
  • Ensuring that all support faults and requests received into the IT Service Desk are answered and responded to within agreed timelines.
  • Manage incoming support faults and requests for all IT Teams and clarify user requirements.
  • Resolve 1st line support calls to agreed service levels.

Job Information

Job Reference: OKN-SDA
Salary From: £20000
Salary To: £24000
Job Industries: IT
Job Locations: Cheshire, Crewe, England
Job Types: Permanent
Job Skills: "help desk", change, Helpdesk, Incident, ITIL, problem, Service Desk

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