Job title:
Senior Service Desk Analyst
Company
Spencer Rose
Job description
Senior Service Desk Analyst
City of London (office based)
Up to £45,000 per annum + benefitsOn behalf of a valued Spencer Rose key client, I am seeking a highly experienced Senior Service Desk Analyst to join their EMEA support team based out of London. You will work as part of the IT Support team and will be a key point of contact for the End User community. Alongside the team, you will support the activities of desktop services.Due to the customer facing aspect of the role and in person support, you will be based in their City of London offices five days per week and must be within commutable distance of London.Responsibilities:
- Working within the IT Administration team, you will be a key point of contact for user incidents & service requests.
- Helping to triage and resolve user incidents & service requests, taking ownership, troubleshooting and liaising with other IT teams in order to resolve and manage user expectations.
- Creating and maintaining accurate and concise ticket update/knowledgebase documentation within ServiceNow, with high focus on regional specifics.
- Educating colleagues on best practise, adoption and utilisation of technology, applications, and services.
- Working with the Service Desk Manager to identify trends and spot potential problems.
- Improving and iterate on service support provision to the office.
- Ensuring computers, printers and other peripherals are operational.
- Providing support with hardware and software maintenance.
- To fulfil additional/ad hoc duties as needed in order to meet the needs of the business.
Experience/Skills required:
- A minimum of 5 years of experience working in an It Support capacity (Senior Service Desk/Desktop)
- Customer oriented, with a passion for delivering excellent service and for continuous improvement of services.
- You must hold as a minimum ITIL foundation certification or evidence of working extensively to ITIL protocols.
- Strong knowledge of call logiing systems eg ServiceNow.
- Your technical skill set must align to the following environment: Active Directory, Exchange (both on-prem and O365), VMware, Microsoft Office 365 suite, MS Office standard workloads (EO, EoP, Office, Powerpoint), Apple hardware & OS, HP Hardware, Multi Factor Auth setup (MS MFA, DUO), MS Intune, Collaboration tooling such as Webex, Team Viewer, Zoom and MS Teams, Windows 10.
- Excellent communication skills, able to provide technical support over the telephone, Chat or face to face.
- Professional manner with a strong work ethic.
- Good problem-solving skills, with a solution focused approach.
- Ability to adapt and handle a constantly changing flow of support calls and walk-up technical assistance.
- Ability to multitask effectively during busy times and remain calm during stressful situations.
- A team player who can work within a framework of procedure and policies.
- Self-motivated and able to use initiative.
- Flexible and willing to work outside of the core hours if necessary.
- Good working knowledge of Productivity and collaboration applications such as Teams, SharePoint, OneDrive and Exchange would be advantageous.
- Able to learn quickly and work within a fast-paced environment.
Expected salary
£45000 per year
Location
London
Job date
Thu, 20 Mar 2025 06:04:11 GMT
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