Senior IT Service Desk Analyst

Pertemps are supporting a forward-thinking organisation based in Coleshill ( Midlands)  who due to internal promotion are now looking for a Senior IT Service desk Analyst on a full-time permanent basis. They are looking for a talented Senior IT Service Desk Analyst to join their existing dynamic team and play a key role in maintaining their IT infrastructure and ensuring our users have the best possible experience.
Role Overview:
The Senior Service Desk Analyst is responsible for the day-to-day operations of the Service Desk. This includes providing troubleshooting and problem resolution for users, resolving escalated issues, and working closely with the IT department to ensure that high quality customer service is provided.
Key Responsibilities

• Familiar with IT Service Desk processes and SLAs.
• Utilise advanced technical skills to analyse and resolve technical issues and tasks, including but not limited to setting up shared drives, mapping network drives, installing and updating software, and network troubleshooting.
• Provides first, second, and third Level Call Center Support.
• Provides application deployment using company approved software distribution mechanisms.
• Retains ownership of request and incidents until resolution communicating status to customers and coordinating resolution with relevant support teams.
• Provides support for account administration in times of need.
• Actively identify, assess, record, resolve or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner.
• Providing incident and request management to end users on technology issues.
• Answering queries by telephone, service desk tickets and walk-in customers.

 
Qualifications & Experience:

• Experience: Minimum 5 years of experience in an IT Service Desk or IT Support role.
• Problem-Solving Skills: Strong analytical skills with the ability to troubleshoot complex technical issues effectively.
• Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Leadership: Demonstrated leadership qualities with a proactive approach to problem-solving and team development.
• Customer Focus: A strong commitment to delivering exceptional customer service and a user-centric approach to IT support.

In return
Hours working Monday – Friday  9.00am – 5.30pm
Salary £30,000 per annum
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