2nd Line Senior Service Desk Analyst

Situations Vacant Ltd; Northampton; On-site; GBP 25,000 - 31,000; Full time

Job summary

Situations Vacant Ltd in the UK is seeking a 2nd Line Service Desk Analyst to join the IT Department. Based in Brixworth, Northamptonshire, the role offers a salary of £28,000 per annum and the chance to support and improve IT services across the business.

The successful candidate will deliver operational support, handle complex incidents, and work on projects while meeting SLAs. Flexibility for out-of-hours maintenance and rota cover is required.

Qualifications

• Experience delivering IT operational support across the business.
• Ability to manage priorities and customer expectations.
• Familiarity with ITIL service lifecycle and related practices.

Responsibilities

• Provide IT operational support across the business for all IT services
• Balance priorities quickly and effectively whilst managing customer expectations
• Support and deliver technical solutions throughout all stages of the ITIL service lifecycle
• Deliver on operational and project based tasks, against demanding Service Level Agreements and challenging deadlines
• Exceed customer expectations whilst offering additional support and guidance to fellow Service Desk team members
• Ensure that all tasks adhere to defined processes, architectural principles, regulatory requirements, corporate compliance and industry best practice
• Develop successful relationships both within the team and with 3rd parties
• Own tasks from the request being raised until a satisfactory resolution has been met and agreed by the customer
• Identify enhancements to IT services, processes and procedures, and by doing so, improving quality, reliability, availability, security and performance across the IT landscape
• Champion change and drive service improvements

Skills

IT support

Customer service

Service desk

Education

Microsoft Certified Solutions Associate (MCSA) in a desktop OS

Tools

ITIL processes

Job description

2nd Line Service Desk Analyst. Exciting new position.

Due to expansion of the IT Department we have an exciting role and are looking for candidates to join a thriving organisation who are at the forefront in the technology field.

Based in Brixworth, Northamptonshire. £28.000 pa

Purpose of the role is to…

• Provide IT operational support across the business for all IT services
• Balance priorities quickly and effectively whilst managing customer expectations
• Support and deliver technical solutions throughout all stages of the ITIL service lifecycle
• Deliver on operational and project based tasks, against demanding Service Level Agreements and challenging deadlines
• Exceed customer expectations whilst offering additional support and guidance to fellow Service Desk team members
• Ensure that all tasks adhere to defined processes, architectural principles, regulatory requirements, corporate compliance and industry best practice
• Develop successful relationships both within the team and with 3rd parties
• Own tasks from the request being raised until a satisfactory resolution has been met and agreed by the customer
• Identify enhancements to IT services, processes and procedures, and by doing so, improving quality, reliability, availability, security and performance across the IT landscape
• Champion change and drive service improvements

Candidates must have…

At least one of the following (or relevant equivalent):

• Microsoft Certified Solutions Associate (MCSA) in a desktop OS

The roles require the ability to deliver on both operational and project activities, against deadlines and SLAs. Thus flexibility is essential in this position. Applicants must be able to provide out of hours maintenance and support, including trackside and race team support on a rota basis.

They will achieve this by being:

• ?Flexible
• ?Resilient