Senior Service Desk Analyst

This job has now expired please search on the home page to find live IT Jobs.

Senior Service Desk Analyst / Service Desk Analyst / IT Support / Senior Service Desk Support / Service Desk Support / IT Support Analyst / Senior IT Support Analyst / 1st Line Support / First Line Support / 2nd Line Support / Second Line Support / Incident Resolution / Incident Requests / Service Requests / KPI / SLA / Service Level Agreement / Resolution / Escalation / Support / Service Desk / Windows 7 / Windows 8 / Windows 10 / Office365 / O365 / Citrix / Citrix Applications

Senior Service Desk Analyst

One of our top telecommunications clients is seeking a Senior Service Desk Analyst to join their expanding team in West Yorkshire. You will provide Service Desk Support and offer problem resolution to external customers, assisting them with both hardware and software issues. You will provide this support via telephone and email, aiming to exceed the agreed SLA on one of their dedicated accounts.

Senior Service Desk Analyst duties will include, but not limited to:

*Ensure that all incidents and service requests are accurately identified and managed

*Log and categorise calls on the internal call logging system, with attention to detail

*Providing feedback to the user regarding their issue until a resolution is found

*Liaise with additional support teams and third party companies

*Clear recording of the fault and resolution at a highly detailed level and in line with any timescales set out within the SLA

*Carry out "ad-hoc" assignments as and when required

*Provide trend analysis from Service Desk software

As the Senior Service Desk Analyst you will be required to possess:

*Technical knowledge of Windows 7,8 and 10

*Experience with Windows Server, and Microsoft Exchange Administration/Support, including Active Directory

*Office365 experience

*Experience with supporting Citrix products and applications

*Microsoft Office knowledge

*Knowledge of Remote Control Software - VNC, Dameware, Bomgar

*An excellent telephone manner

*Strong analytical/problem solving abilities

With a salary on offer of up to £20,000, this is an excellent opportunity to join a large organisation, which offers the opportunity to develop your IT career further.

To be considered for this role, submit your CV today, or contact Vicci for more information on 0121 214 6198, or [email protected]

Spring acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Spring Group UK is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Spring. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser: www.spring.com/candidate-privacy-information-statement