Senior Service Desk Analyst

Michael Page
Full time Full day
£30,000 / year
Manchester
This role gives you the opportunity to work for a large business where you will be responsible for the day to day delivery of IT Service Desk.

Client Details

Michael Page are partnering with a large client looking to grow their IT team.

Description

Responsibilities:
  • Provide technical support to users in the business
  • Monitor core application performance and proactively find/fix potentials Incidents and Problems
  • Point of escalation for tickets from the Service Desk Team
  • To maintain a high degree of customer service for all support queries
  • To take ownership of incidents and service requests; be proactive when dealing with user issues.
  • Produce technical documentation and contribute to building the IT knowledgebase
  • Work with the Infrastructure Team to resolve Incidents and fulfil Service Requests
  • To arrange for external technical support where problems cannot be resolved in house
Profile

Skills:
  • Able to work with the business to understand how applications are used within the Group
  • Understanding of ITIL
  • IT Service Desk experience on a busy ITIL orientated IT Service Desk (2nd Line)
  • Strong enterprise knowledge of EUC environments (including Windows 10 and 11)
  • Experience Administering the Microsoft 365 platform within a medium sized corporate environment
  • Experience supporting Citrix Desktops
  • Good understanding of Windows Server administration and Microsoft Intune
  • Experience of using ticket logging software and managing tickets within that software
  • Excellent Communication Skills and ability to communicate at all levels of the business
  • Experience managing and supporting mobiles devices
  • Understanding of PC hardware set-up and configuration.
  • Excellent telephone manner and professional demeanour
Job Offer

Salary: £30,000

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