Senior Service Desk Analyst

Senior Service Desk Analyst

Marcus Donald are now looking for a Senior Service Desk Analyst to join an Oil & Energy client based in Canary Wharf.

In this role, you will be responsible for providing first line IT technical support to business customers. The person selected will positively engage customers to extract salient detail to identify, triage and if applicable resolve the problem using acquired experience or tools provided.

Key Skills as a Senior Service Desk Analyst

• Active Directory
• Exchange services
• Windows 7/10
• SCCM 2012/WDS packages, patching and deployment (Knowledge)
• Office 2010/13/365 skills
• SharePoint 2010
• VMware
• 1st and 2nd line support experience
• Personal ticket and support queue management skills
• Proven experience in providing a high level of customer service

Key Responsibilities as a Senior Service Desk Analyst

• Provide support and cover to the Service Desk manager
• Act as an escalation point for service desk analysts
• Produce and update service desk policies and procedures
• To provide support to desktop users, network infrastructure and back-office systems within agreed SLA’s
• Ensure a high level of customer satisfaction is achieved
• Maintain and support SharePoint 2010
• Conform to the companies ITIL practices and procedures
• Manage support tickets ensuring SLA’s and targets are met
• Maintain key systems.
• Provide Project Support
• Shift worker (extended operating hours 7am – 7pm)

If this Senior Service Desk Analyst role is of interest, please apply via this job advert or contact Joe for more information.

Senior Service Desk Analyst