SENIOR SERVICE DESK ANALYST (CONTRACT & PERMANENT)
Senior Service Desk Engineer/Analyst
Senior Service Desk (ITIL) professional required by my highly successful managed service client to work closely with the team leader to take ensure accurate effective and timely support is provided to external users. You will be providing both 1st and 2nd line support and resolve incidents assigned to the team via the service desk tool within agreed SLA's/KPI's. You will be required to assist less experienced team members and be part of a mentoring programme and a working group set-up to improve service performance. If necessary, progress calls to other departments or third parties for further investigation ensuring regular updates and working towards a prompt resolution
The Senior Service Desk Analyst must be highly motivated and able to provide the highest quality of customer service at all times. The need to be able to provide accurate and timely information relating to on-going issues is of vital importance. The ability to write clear, factual notes into call logs is critical.
QUALIFICATIONS / EXPERIENCE
Essential knowledge - Windows 7, Windows 10, Internet Explorer, Network Troubleshooting, Active Directory.
Windows Remote Support Tools.
Preferred knowledge - Windows Server 2003, 2008; Networking, Active Directory, Office 365, Azure, and Citrix.
Strong Communication skills, must be literate, numerate and articulate
Experience in a service desk support role (two years)
processes as defined
Excellent telephone manner