Senior Service Desk Analyst

Job Details: 

• Reporting to the on-site Service Delivery Manager, the Senior Service Desk Analyst is primarily responsible for manning an on-site European Help Desk at a prestigious client who remains at the forefront of the entertainment industry; located in central London from 08:00-18:30 Monday to Friday - shift rota basis.
• You must have experience providing high quality IT support within a small to medium sized organisation, demonstrating strong technical and communication skills with end user based support activities.
   

Key Accountabilities: 

• Quality Support: Dealing with issues via the telephone, ticketing system, emails, remotely and face to face.
• Ticket Management: Update, communicate and escalate tickets accordingly, adhering to SLA/KPIs to ensure resolution is achieved within a timely manner.
• Hardware: Be confident dealing with hardware faults and escalating if required to suppliers.
• Software: Be proactive in investigating and escalating software related issues on many of the client’s bespoke platforms.
• Video Conference Support: Confident working with VC technology and troubleshooting.
• VC Summits: Be able to liaise with Exec users to help organise and co-ordinate European / Global wide VC conferences.
• Deskside Support: Carrying out desk moves and office visits.
• PC and Laptops: Strong knowledge of desktop imaging and deploying new hardware for users.
• Printers: Confident working with Xerox and HP networked printers. Managing escalations to 3rd party suppliers and taking ownership from start to resolution. Experience of Safeco would be desirable.
• Professionalism: Calm and structured way of working both on the phone and face to face. Should inspire confidence when working with Execs (SVP, VP and Directors).
• Telephony: Avaya phone administration (desirable).
• Office 365: Administration of user accounts and mailboxes.
• Active Directory: Expert in administration of AD user accounts, computers and group membership.
• Operating Systems: Advanced experience and knowledge of Windows 8.1/10 and Mac OS.
• Training: Experience in conducting basic IT related training to small groups.
• Documentation: Experience of creating technical and non-technical documents.
• Service Improvement: Be able to contribute to the on-going development and improvement of helpdesk services.
• Team Player: Work together with team members to ensure less experienced members receive training and handover.
• Vendor Management: Experience in dealing with 3rd parties and service reviews (desirable).

Required Skills: 

• Verbal Communication: Is clear and professional in speaking to users on the telephone and face to face.
• Written Communication: Is clear in writing emails some of which might be sent to the wider business.
• Organised: Shows a structured way of working and keeps to deadlines as well as provide timely updates on BAU and project work.
• Ticket Management: Experienced in using call logging software and ensuring these are kept up to date with accurate information.
• Confidence: Is able to work confidently in difficult and new situations, inspiring confidence amongst fellow helpdesk team members.
• Professionalism: Being able to deal and work with users of all levels.
• Lead by Example: Shows initiative and is proactive, especially when dealing with escalation from junior team members.
• Microsoft Office: Strong experience of troubleshooting Office 2013/2016 products.
• Support: 4+ years’ experience working in a similar environment providing European / Global support.
• IT Certifications: Microsoft & CompTIA are favourable.
• ITIL qualification: ITIL Service Delivery / ITIL Foundation understanding is highly desirable.