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.
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).