Monday 20 March 2023
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Senior Service Desk Analyst

IT Enquire


Type:Full Time

Full Description

We are seeking an individual to provide first and second level technology support to internal staff, to process requests for technology services of all kinds, and fulfil a range of administration duties that combine to provide a high level of customer service for all technology system.

Principle duties will include:
  • Provide cover and assistance for cash receipts and allocations
  • Assist with allocation of office receipts
  • To act as a single point of contact for phone calls, emails and service desk requests from staff regarding technology issues, queries and requests for assistance
  • Provide an excellent level of customer service to callers, by providing them with appropriate support responses and friendly communication
  • Ensure that all requests are accurately logged and managed in the Technology Service Desk ticket system
  • Troubleshoot technology related problems from in-house software to hardware, such as thin client terminals, laptops, printers, and mobile devices
  • Mobile device administration and support
  • Provide phone system support and administration
  • Ticket management – to manage caller's expectations by updating and escalating unresolved calls to the escalation team
  • Take ownership of user problems and follow up the on status of problems on behalf of the user and communicate progress in a timely manner
  • Demonstrate an excellent standard of customer service at all times, and to act as an ambassador for the Technology department in all dealings with our customers
  • Adhere to all technology processes such as incident management, change management, problem management etc
  • Conduct user administration – joiners/movers/leavers/application access
  • To liaise with third party suppliers for additional technical support
  • Asset management - ensure all relevant technology records are maintained and updated
  • Installation of equipment – Thin clients, PC’s, printers, laptops, photocopiers, VC systems
  • Process procurement and logistic functions, including quotes, purchase of items and updating of relevant documentation
  • Create and maintain technology documentation including creating knowledge base articles and procedure documents, FAQ’s, self-help guides
  • Follow a security-first approach, being aware of cyber security risks that exist and escalate any events or concerns that are encountered. Responsibility for carrying out all tasks in a secure manner i.e. keeping security in mind
  • Encourage staff awareness of cyber security risks and of best practise guidelines
  • Provide end of day updates for priority tasks to the Technology operations management team
  • Produce weekly helpdesk reports
  • Provide support to other Service Desk analysts across the team
A minimum of 2 years' experience in a similar role. Being able to evidence a keen interest in technology and new technology is preferred, and higher education experience of technology would be an advantage.

Some knowledge of the systems listed below would be beneficial:
  • Microsoft Windows 10, Microsoft Office & Teams
  • Active Directory
  • Microsoft Exchange
  • iManage Work DMS
  • Mimecast
​Personal characteristics:
  • Must be able to work independently and on your own initiative
  • Ability to prioritise tasks and manage own workload
  • Excellent customer service skills & positive attitude
  • Confident and polite telephone & email communication skills
  • Helpful and enthusiastic approach to user problems
  • Ability to work successfully in a team & collaborate with team members
  • An aptitude for problem solving
  • Highly motivated, and willing to do more than is necessary / requested
  • Ability to work in a busy and sometimes pressurised environment
Conditions of work:
  • 35 hours per week with 90 minutes for lunch – standard working hours are 08:30 am to 5:00 pm
  • ​Be able to start earlier or stay later an ad-hoc basis to meet customer or team requirements. (Paid at overtime rates)
  • ​Some weekend work is required on an ad-hoc basis as part of the role for operational requests and system changes / upgrades that need to be released out of hours (this is paid at overtime rates)
  • ​Be part of an out of hours duty rota for any urgent issues raised outside of normal working hours
Please click on the below link to submit a CV for this vacancy.

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