Reporting to: Senior Service Desk & Incident Manager
The Senior Service Desk Analyst plays a pivotal role in ensuring the smooth operation of IT services across the organisation. This role involves managing complex technical incidents, mentoring junior team members, and driving continuous improvement initiatives within the service desk. The ideal candidate will have extensive technical knowledge, excellent problem-solving skills, and the ability to communicate effectively with both technical and non-technical stakeholders.
This role involves but is not limited to:
Technical Duties:
- Incident Management: Manage and resolve complex incidents and service requests escalated by lower-level support teams, ensuring timely and effective resolution.
- Troubleshooting: Diagnose and address technical issues related to hardware, software, networking, and IT systems, providing expert-level support.
- System Monitoring: Continuously monitor IT infrastructure for anomalies and potential issues, taking proactive steps to prevent service disruptions.
- Technical Escalations: Provide advanced support to end-users, including remote and on-site troubleshooting for critical incidents.
Senior Duties:
- Mentoring: Provide mentorship and technical guidance to junior service desk engineers, fostering their development and improving team capabilities.
- Training: Conduct training sessions for both service desk staff and end-users on new technologies, systems, and best practices.
- Process Improvement: Develop, refine, and implement service desk processes and procedures to enhance efficiency and service quality.
- Performance Management: Monitor, assess, and improve the performance of the service desk team, delivering constructive feedback and implementing necessary improvement plans.
- Reporting: Generate, analyse, and present detailed service desk performance reports to identify trends, insights, and opportunities for improvement.
Administrative Duties:
- Documentation: Ensure comprehensive and accurate documentation of incidents, service requests, and changes to support knowledge sharing and operational transparency.
- Compliance: Ensure all service desk operations align with organisational policies, standards, and regulatory requirements.
- Project Participation: Actively participate in IT projects, providing insights from the service desk perspective and ensuring the team is prepared to support new initiatives.
- User Communication: Maintain clear and effective communication with users regarding incident statuses, scheduled maintenance, and any changes in services.
Strategic Duties:
- Service Improvement: Continuously evaluate service desk tools, technologies, and methodologies, recommending and implementing improvements to enhance service delivery.
- Stakeholder Management: Build and maintain strong relationships with key stakeholders, ensuring that service desk activities align with the organisation's goals and user needs.
Requirements:
Customer Service skills
Microsoft 365, Active Directory and Citrix desktop administration
Working knowledge of service desk ticketing tools such as ServiceNow or ManageEngine
Ability to troubleshoot common hardware and software issues and find solutions
Ability to meet deadlines and adjust to changing priorities
Ability to quickly gain new skills and knowledge when faced with new challenges
Ability to work independently as well as part of the Service Desk team
Ability to work well under pressure
Excellent verbal and written communication
Company Core Values:
Aspire: To challenge convention, an entrepreneur with energy for change. To be the best we can be.
Innovate: To creatively evolve our working practices, use our revenue and resources in a virtuous cycle of improving our people, systems and growth.
Integrate: Bring together people and systems into a cohesive force.
Commit: To work with integrity and invest in long term relationships, creating a strong market position and delivering sustained commercial advantage.
