Senior Service Desk Analyst

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Senior Support Desk Analyst £23,000 - £28,000 Exciting opportunity for an enthusiastic and driven individual who is looking to develop their IT career in a global and fast paced environment. The purpose for the role is to deliver a high standard of 1st & 2nd line support through phone, email and on site support. You'll be working to SLA's and in an ITIL environment. What you'll be doing; Prioritisation, management & resolution of support calls in line with Group IS guidanceEnsuring completion of allocated Support activities within the appropriate SLA'sEnsuring compliance with hardware and software standards.Installation, maintenance and support of IT equipment including (but not restricted to) laptops, telecoms equipment, printers, hand held scanners, thin clients and workstations. Delivering an outstanding level of service to your Customer base.Providing assistance to senior engineers as required (which occasionally includes out of hours work).Accurate and detailed escalation managementEngage and support a wide user base across multiple sitesRegular communication and support with other members of the IS department Experience required;Previous experience in Help Desk / Technical support experience with a high degree of customer service.Ability to resolve 1st/2nd Line technical support requirementsExperience of working in an ITIL FoundationExcellent English communication skills (written & verbal). Able to communicate technical information to nontechnical audiences.Experience of 1st/2nd line trouble shooting of hardware, software and network connectivity issues.Ability to develop clear, concise documentation.Setup and trouble shoot LAN printersExperience of installation, troubleshooting and problem resolution;A structured approach to problem solving & the ability to work autonomously in prioritising and resolving issues for end users;Outstanding time management and prioritisation skillsAbility to carry out basic network / PC software & Hardware diagnostics face to face and / or remotelyMS Office 2010 or newerWindows 7/10Back Up, antivirus, firewallsExcellent knowledge of Active Directory, Exchange and other Microsoft Windows server/cloud technologies (administration and configuration of)Driving License Essential