The Senior Service Desk Analyst delivers maintenance for a primary incident
solution, request fulfilment and reports to the centralised division of Service
Desk.
You will be primarily dealing with escalated support queries across a wide
range of technologies and Operational Resource Monitoring. The role will
also include some project-based work.
You will have between 2-5 years' experience in either a 2nd or 3rd line service
desk role, experience in working ticket queues, SLA, and focus on customer
experience. You can speak confidently to both technical and business users and
translate customer requirements into solutions. You are keen to learn new
skills and products with a genuine passion for technology.
Principle Responsibilities:
- Monitor and maintain network and associated software, including
responding to tickets.
- Work with other departments, contractors and staff to ensure compliant Server
and Network operations.
- Identify, categorize and respond to Server and Network problems.
- Manage changes, upgrades, improvements and integrations.
- Monitor Device Uptime and Report on this.
- Communicate with partners and vendors on behalf of the company
- Recommend infrastructure upgrades for optimal performance to the
management
- Resolve technical issues remotely. Using customer knowledge, business
processes and knowledge base articles to resolve customer requests.
- Manage Service Documentation – Maintain comprehensive records of issues
relating to both software and hardware in the Frontline ITSM Knowledge Base.
Person Requirements:
