Senior Service Desk Analyst — Hybrid IT Support & Escalations

Frontline Consultancy & Business Services; England; Hybrid; GBP 38,000 - 52,000; Full time

Job summary

Frontline Consultancy are seeking a Senior Service Desk Analyst to support our Managed Services customers. You will deliver maintenance for a primary incident solution, handle requests, and report to the centralised Service Desk division.

The role includes escalated support across a wide range of technologies and some project work. You should have 5+ years in IT, 2+ years in 2nd level IT Service Delivery, and strong communication skills for technical and business users.

Qualifications

• Minimum of 5 years’ experience in IT.
• Minimum of 2 years’ experience at 2nd line IT Service Delivery.
• Experience with Windows 10 & 11.
• Experience with Windows Server.
• Experience with Microsoft Exchange.
• Knowledge of DHCP, DNS, LAN & WAN.
• Familiarity with SAN technologies.
• IT Managed Services Experience.
• Datto/ITSM experience or similar RMM tools.

Responsibilities

• Monitor and maintain network and related software, including responding to tickets.
• Work with other departments to ensure compliant Server and Network operations.
• Identify, categorize and respond to Server and Network problems.
• Manage changes, upgrades, improvements and integrations.
• Monitor device uptime and report on this.
• Communicate with partners and vendors on behalf of the company.
• Recommend infrastructure upgrades for optimal performance to management.
• Resolve technical issues remotely using knowledge and KB articles.
• Maintain comprehensive service documentation in ITSM knowledge base.

Skills

Microsoft 365

Windows Server

Backup Technologies

Tools

PowerShell

VMware

Hyper-V

Citrix

Job description

Frontline Consultancy are seeking a Senior Service Desk Analyst to support our Managed Services customers. You will deliver maintenance for a primary incident solution, handle requests, and report to the centralised Service Desk division.

The role includes escalated support across a wide range of technologies and some project work. You should have 5+ years in IT, 2+ years in 2nd level IT Service Delivery, and strong communication skills for technical and business users.