IT Senior Service Desk Analyst (ID: z6Uby5PL)

Do you have experience as a Senior IT Service Desk Analyst and Live in or close to Birmingham,  if so we want to hear from you

• Familiar with IT Service Desk processes and SLAs.
• Utilise advanced technical skills to analyse and resolve technical issues and tasks, including but not limited to setting up shared drives, mapping network drives, installing and updating software, and network troubleshooting.
• Provides first, second, and third Level Call Center Support.
• Provides application deployment using company-approved software distribution mechanisms.
• Retains ownership of request and incidents until resolution communicating status to customers and coordinating resolution with relevant support teams.
• Provides support for account administration in times of need.
• Actively identify, assess, record, resolve or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer-sensitive manner.
• Providing incident and request management to end users on technology issues.
• Answering queries by telephone, service desk tickets and walk-in customers.

What we're looking for:

• Conducts all business activities representing us with the highest level of personal and professional ethics and integrity.
• Focuses on meeting the customers’ needs and expectations (both internal and external customers).
• Follows established processes and procedures to ensure all quality requirements are met.

Equal Opportunity Employer:

We are an equal-opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, colour, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organisation, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. We make hiring decisions based solely on qualifications, merit, and business needs at the time.

Job Type: Full-time

Pay: £30,000.00 per year

Benefits:

• Bereavement leave
• Company Events
• Company Pension
• Life Insurance
• Free On-Site Parking
• Referral Programme

Schedule:

Monday to Friday

Education:

Certificate of Higher Education (preferred)

Experience: 

Technical support: 1 year (preferred)  -  Customer service: 1 year (preferred)  -  Work Location: In person