Senior Service Desk Analyst

Marcus Donald are currently looking for a Senior Service Desk Analyst that is based in Central London. My client is looking for a Senior Service Desk Analyst. The client is based in Central London and is looking for someone that is based within London (or a commutable distance from), as they will in the future be potentially looking to move back into the office and return to normal working life.

My client is looking for someone that has previous experience as a Service Desk Analyst. As a Senior Service Desk Analyst, your role will be responsible for providing first and second line technical support to all of the organisations employees, covering use of their IT equipment and associated software. As a senior member of the team, you will be the face of IT and so the delivery of excellent customer service is expected. You will also help coach and support the Service Desk Support Analysts in their work.

Technical skills – Senior Service Desk Analyst:

• Respond to and track to all incoming calls, emails and IT enquiries to the Service Desk
• Ensure full and accurate details of all interactions are recorded into a case management system whilst responding to incidents and requests within agreed SLAs
• Troubleshoot software/hardware issues as related to ticket management
• Maintain up to date understanding of technology used within the business

Essential skills – Senior Service Desk Analyst:

• A keen understanding and proactive approach to ticket management, data analysis and trending behaviors across the service desk landscape
• You must have core Service Desk technical skills that will include Windows 10, Office365, Teams, Active Directory, and VPN network troubleshooting An understanding and awareness of ITIL framework and processes
• Remote access / VMware Horizon / AOVPN
• ITIL Processes such as Incident, Problem Management and Change

Desirable skills – Senior Service Desk Analyst:

• SDA Certified
• Recognized certifications, such as ITIL, Network+, Microsoft IT Support
• Good communication skills both verbal and written
• Ideally you will be ITIL awareness or accredited with experience in incident management processes and interdependencies.

You’ll receive an excellent benefits package which typically includes a great base salary, 25 days holiday plus bank holidays, pension, private healthcare, volunteering opportunities and much more.

Not only is this an amazing role and opportunity, but it also comes with flexible work, such as work pattern, hours, and location. Also offering the opportunity to work in an innovative, engaging and market-leading organisation with opportunities to develop your existing skills and explore new ones.

If you feel you would fit in well for this role then do not hesitate to call 0203 328 0400 or email Ben James at bjames@marcusdonald.com.