Service desk manager Work, Jobs in Runcorn, Chs (with Salaries)

Senior Service Desk Analyst
Frontline Consultancy and Business Services Ltd —Handforth
- £25,636.32 - £35,000.00 a year
- Full-time
- Hybrid work
- Customer service
- Windows
- Mentoring
- Free parking
- Annual leave
Quick apply
CMDB Manager
Betfred —Manchester
- £43,159 - £56,000 a year
- Full-time
- Data analysis skills
- Presentation skills
- Leadership
- Annual leave
- Employee assistance programme
Quick apply
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Head of Technology
Club L London —Manchester
- ERP systems
- Software development
- Communication skills
- Annual leave
- Employee discount
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1d
1st Line IT Service Desk Engineer
Outcomes First Group —Bolton
- £25,837.20 a year
- Hybrid work
- Travel
- Computer networking
- Organisational skills
- Employee discount
Tech Support Apprentice (£19k - £23k)
APPRENTIFY GROUP —Salford
- £19,000 - £23,000 a year
- Full-time
- Hybrid work
- Computer literacy
- Organisational skills
- Computer skills
4d
Infrastructure Engineer
Thales —Cheadle
- Full-time
- Bachelor's degree
- Agile
- Linux
- Annual leave
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Software Developer | Capital Markets
Marex —Nantwich
- Full-time
- AI
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Service Desk Team Leader
LIMA Networks LTD —Salford Quays
- £45,000 - £50,000 a year
- Full-time
- Continuous improvement
- Team management
- Organisational skills
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Service Desk Engineer
Causeway Technologies —Birkenhead
- Hybrid work
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- Annual leave
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Web Designer & Developer
Orange & Gray Limited —Manchester
- £30,000 - £35,000 a year
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System Support Specialist - North America
PHMG Careers —Manchester
- £29,000 a year
- CRM software
- Communication skills
- Gym membership
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Incident Manager - Relaunch@Capgemini
Capgemini Sogeti —Manchester
- Management
- Organisational skills
- Communication skills
Windows Support Engineer - 3rd Line
NewPrinces Group —Liverpool
- Azure
- Customer service
- Analysis skills
- Annual leave
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4d

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Senior Service Desk Analyst

Frontline Consultancy and Business Services Ltd
Handforth

Quick apply

Job details

Permanent | Full-time
£25,636.32 - £35,000.00 a year

Benefits

Free parking
Additional leave
Cycle to work scheme
Annual leave
Company pension
Employee assistance programme
Employee discount
Transport links
Referral programme
Sick pay
On-site parking

Qualifications

Microsoft Windows Server
Technical troubleshooting
ITIL Certification
Customer service
Stakeholder liaison
Incident queue management
Mentoring junior staff
IT service management
LAN
Ticket management
Internal department liaison
Microsoft Exchange
Windows
Network infrastructure
DHCP
VoIP
Remote access software
Mentoring
Technical support incident logging
Computer networking
SharePoint
SAN
Customer support
VMWare
Customer interaction
Network monitoring
Cisco ASA
PowerShell scripting
PowerShell
Active Directory
Remote diagnostics
Time management
Help desk
Juniper
VPN

Full job description

The Job: Senior Service Desk Analyst

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:

An ability to think critically about systems and to offer suggestions where appropriate
Highly analytical in problem solving with the ability to apply original and innovative thinking
Must aspire to a culture of service excellence, with a proactive attitude to managing issues and keeping customers updated at all times.
Excellent verbal and written skills in order to communicate effectively with customers, managers and other colleagues.
Be able to work under pressure and think clearly in challenging situations in a logical manner.
To be flexible in approach and be comfortable with a fluid organisational structure that requires both teamwork and self-sufficiency as necessary, with the ability to work under minimal supervision.
Excellent customer service skills and a professional telephone manner are essential in this customer facing role.
Excellent team player, develops and maintains positive working relationships with others.
Excellent time management skills.
Knowledge and understanding of relevant industry standards.Experience and Certification Requirements:

Required:

Minimum of 5 years’ experience in IT
Minimum of 2 years’ experience at 2nd level IT Service Delivery
Experience with Windows 10 & 11
M365 (Inc Exchange, SharePoint, OneDrive, Teams)
Windows Server
Microsoft Exchange
DHCP, DNS, LAN & WAN
VMware and Hyper V
Active directory (Entra), group policy, print & file server experience
Backup technologies (Inc Backup Exec, Datto, Azure, Veeam)
Antivirus
Windows update technologies

Desirable

ITIL foundation qualification
Microsoft certification or equivalent
Citrix
IT Managed Services Experience
Linux Operating System Experience
Network & VPN (Inc VLAN, Watchguard, Juniper, Cisco ASA, Cisco Meraki)
SAN technologies
Multi WAN topology
Experienced with PowerShell
Azure Virtual machines, Active directory & V-Nets
VOIP Telephony Experience (Teams, Cisco, 8x8 etc)
ITSM / Datto experience / RMM tools, patching, and scripting
Remote Desktop

Working Environment:

This position is a hybrid environment, working remotely from home and in the office at Handforth in line with our Remote Working Policy.
Working hours are 37.5 hours per week. Working weekly shift rotation to cover key support hours 08:00 – 18:00, Monday to Friday.

Smart Performance Indicators (first 12 months)

Personal first-time fix ≥75%; reopen rate ≤3%.
Contribute ≥ 24 new or updated knowledge articles with ≥ 90% helpfulness.
Reduce average handling time by 15% through AI and automation usage.
Mentor two first line analysts to independently resolve priority categories.

Benefits:

Company enrolled benefits package.
Employee Assistance Programme
22 standard days annual leave plus UK bank holidays.
1 additional annual leave day on your birthday.
2 additional annual leave days entitlement at Christmas.
Pension Scheme after 3 months of service.
Employee of the Month bonus scheme of £500 if you are successful.
Referral fee of £1,000 if successful

Pay: £25,636.32-£35,000.00 per year

Benefits:

Company pension
Cycle to work scheme
Employee discount
Free parking
On-site parking
Referral programme
Sick pay
Transport links

Experience:

Service Desk: 3 years (required)

Work Location: Hybrid remote in Handforth SK9 3PW

Quick apply

Refine Your Search

service desk manager jobs in runcorn, chs

Senior Service Desk Analyst

CMDB Manager

Head of Technology

1st Line IT Service Desk Engineer

Tech Support Apprentice (£19k - £23k)

Infrastructure Engineer

Software Developer | Capital Markets

Service Desk Team Leader

Service Desk Engineer

Web Designer & Developer

System Support Specialist - North America

Incident Manager - Relaunch@Capgemini

Windows Support Engineer - 3rd Line

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