Senior Service Desk Analyst

Somerset Bridge Group ,
Bristol, Bristol
More Details
Salary: Up to £27,000 per annum

Overview

Somerset Bridge Shared Services are recruiting for a Senior Service Desk Analyst who will provide 2nd line IT support and be a point of contact for IT support enquiries. This role will ensure all tickets are logged, prioritised and resolved within SLA. Key Responsibilities & Accountabilities: Provide 1st, and 2nd line IT technical support. Handle all queries professionally and efficiently, maintaining a high degree of customer service Ensure PCI / CDE processes are followed at all times in a timely manner Provide VIP support to designated ‘VIP’ individuals within the business Ensure that SLA’s are met Provide technical hardware and application support Manage ticket escalations Document all calls on the call logging system Create and maintain process documentation Maintain user security on all systems Assist with Infrastructure tasks on an ‘as and when required’ basis Manage desktop refresh projects Coach and mentor other members of the team Ensures 100% of Asset details are correct in CMDB Provide Line Management Responsibilities when required Qualifications & Experience: Minimum 2 years’ experience in a 2nd line IT support role Experience with all Microsoft desktop operating systems and office suite Experience with Microsoft Remote Desktop Services (RDS) Experience working within a PCI and FSA regulated business TCP/IP networking skills experience (LAN, WAN, Wi-Fi) Knowledge of Active Directory (AD) Good understanding of PC hardware and software set-up and configuration Excellent telephone manner MCP certification would be desirable Knowledge & Skills: Reliable, enthusiastic and able to demonstrate this in your day to day activities Focused and able to work in a methodical way in a busy office environment Resilient and able to overcome any obstacles in between you and your targets Self-motivated to achieve targets as well as able to work alongside others as part of a team This job was originally posted as www.totaljobs.com/job/89723760

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