Senior Service Desk Analyst

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At the Competition and Markets Authority (CMA), we are going through an exciting phase of growth and are seeking an enthusiastic and customer focussed individual to join our growing Service Desk team and take ownership for providing 1^st, 2^nd and 3^rd line support to IT users across the organisation.

As a Senior Service Desk Analyst, your support will contribute to ensuring that our technology enables us to promote competition in the UK and internationally, and for the CMA to be a world leader among competition and consumer agencies. In the role of Service Desk Analyst, your key responsibilities will include:

Providing IT (laptops and home users) and telecoms (VOIP, Apple and Android mobile) support both face to face and remotely, in accordance with recognised service delivery principles and agreed delivery targets.

Ensuring all calls, service requests and enquiries are answered and logged on the call logging system or allocated to the appropriate second line support, keeping all records up-to-date and keeping the user updated of progress at all times.

Assisting in 1st, 2nd and 3rd line support for the Office 365 and other end user products, such as Adobe and Outlook Exchange.

Providing assistance with small, ad hoc internal IT projects as agreed and providing occasional support to colleagues on other IT projects as required.

With experience of working in a support or customer facing role, you'll offer proven knowledge of Microsoft Desktop operating systems, in addition to end-user provisioning of laptops, tablets and mobile phones. You will also be expected to demonstrate experience and knowledge of ITIL methodologies relating to Incident, Problem, Asset and Change Management.

To excel in this role you will have strong organisation skills, with the ability to prioritise multiple tasks and work at pace, coupled with a proven interest in IT support.

To find out more about this opportunity and about working for the CMA, please click on the APPLY button.

Closing date for applications: Thursday 18^th July 2019 (11.59pm)

Your online application must include a CV and a personal statement with examples of how you meet the essential criteria of the role.

Interviews will take place 31^st July, 1^st August and 2^nd August 2019.

The CMA is an accredited Disability Confident Employer and are Stonewall Diversity Champions. As an equal opportunities employer, we welcome suitably qualified applicants from all backgrounds and recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles.