Senior Service Desk Analyst – Nottingham
A major financial organisation based in Nottingham seeks a Helpdesk Analyst to join their busy team. You will join the team in a senior engineer capacity, co-ordinating the day-to-day call volumes of the IT service Desk and the wider IT department. You will also be responsible for managing the daily requirements of the team such as extended hours and on-call rotas.
As part of the team responsible for supporting 300 desktops and laptops, you will work on resolutions for 1st and 2nd line IT incidents and problems. You will work within the ITIL framework and make sure the service desk meets the SLAs laid down by the business. As a key representative in project meetings, you will endeavour to ensure that customers are treated fairly and that customer service plays a central role in the support desk's activities.
Ideal candidates for this role will have an ITIL foundation certificate and some experience of working within ITIL framework. You should have around 3 years of Service Desk experience, working within SLAs and providing excellent customer service. You will be a confident communicator, able to coach team members in service desk tasks as required and with an organised, structured approach to your work. Candidates for this role will have worked in a helpdesk environment providing support in a Microsoft environment, and MCP or MCSA accreditation is most advantageous. Also, knowledge of Crystal reports is beneficial. If you have any previous experience of managing or leading a small helpdesk team, this is also useful to your application.
Some weekend and shift work is required – you will earn a good starting salary of £17.5 – 22k base + excellent benefits. This is an excellent career opportunity within a high-profile and very successful organisation.
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