Senior Service Desk Analyst

MCCARTHY & STONE PLC* ,
Bournemouth, Dorset
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Overview

McCarthy & Stone is the UK’s leading retirement housebuilder with a 70% share of the owner-occupied retirement housing market. Since 1977, the company has sold more than 51,000 apartments in more than 1,100 different locations. We currently have over 100 developments under construction or for sale in the UK and are proud to be the only UK housebuilder, of any size or type, to have been awarded the NHBC’s Five Star rating for customer satisfaction for twelve years running. At the very heart of this success is our people's desire to enrich the lives of our customers. We have fantastic people who care about the work they do and are proud to work for McCarthy & Stone, and this is where you come in. About the role An exciting opportunity has arisen for a Senior Service Desk Analyst to join our IT department within Head Office, Bournemouth. The primary Senior Service Desk Analyst role is that of providing first and second level support through taking calls and handling the resulting incidents or Service Requests, using the incident management and request fulfilment processes, in line with Service Desk objectives. To support computer users in all aspects of IT use and provide a standardised, professional and efficient IT Service and be a point of escalation for non-senior members of the IT Service Desk. Some of the responsibilities within this role include: Ensure all incidents and Service Requests are successfully and accurately identified, categorised, prioritised, diagnosed and managed in the Service Desk IT Service Management Tool. To carry out qualitative checks on the Incident Management process and provide excellent and clear communication of Incidents. Troubleshooting and resolving incidents associated with software and hardware for both local and remote customer environments. Configure network and PC software for new members of staff, staff movements, network printer administration and other repetitive activities as well as administration required for staff departures. Ensuring incidents and service requests are resolved or updated within the SLA’s. Responsible for keeping senior team members informed of unresolved issues or problems. Managing workload demands to tight deadlines. Following up with users to ensure issues have been adequately resolved. Following documented procedures and utilising centralised tools. Troubleshooting Security Issues, Internet and Access Issues. Troubleshooting enterprise logon issues e.g. hardware vs. network; password expiration. Troubleshooting enterprise network connectivity issues. e.g. determining scope of issue; determining whether it’s a PC, server or a network connectivity issue; TCP/IP; hardware and cabling; proxies; default gateway. Logging and managing incidents and service requests raised by telephone, email and the customer self-service portal. Capturing all details in the Service Desk tool set Act as a senior lead for the team, responding to all escalations when required Provide enhanced support and 2nd level of incident investigation Lead in the development of good customer service practices Promote teamwork, coach and guide team members Promote, advise, mentor and lead in the adherence of department processes About you To be successful in this role you will have: Experience providing IT support in a similar role. Experience of providing 2nd line support Experience supporting laptops, desktops and mobile devices. Experience with Windows Server Operating systems. Account administration in Microsoft Exchange 2013 and Office365. Must be practised in PC and printer set-up & maintenance. WAN/LAN experience. Familiarity with data restores. Knowledge of Microsoft Office. Knowledge on antivirus solutions. Knowledge of remote access tools. About the rewards In addition to an attractive salary and benefits package, we offer excellent training on McCarthy & Stone products as well as coaching to enable your own personal development. This job was originally posted as www.totaljobs.com/job/89853286

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