Senior service desk analyst | Job in Leicestershire

Welcome to an exciting opportunity with our team in the East Midlands! We are currently seeking a highly skilled and motivated Senior Service Desk Analyst to join our dynamic IT department. In this role, you will be responsible for providing advanced technical support to our users, ensuring smooth operation of our systems, and maintaining the highest levels of service excellence. Your contributions will play a crucial part in keeping our organization's technology infrastructure running efficiently and effectively. As a Senior Service Desk Analyst, your key responsibilities will include:

• Troubleshooting and resolving complex technical issues raised by our users, often requiring advanced problem-solving skills
• Collaborating with internal teams to ensure timely resolution of incidents and requests, promoting a culture of teamwork and collaboration
• Providing guidance, support, and training to junior analysts on the service desk, fostering their growth and development
• Staying up-to-date with emerging technologies, industry best practices, and our organization's IT policies and procedures
• Actively participating in projects related to IT service improvement, ensuring that our service offering remains modern, efficient, and aligned with business needs To be successful in this role, you will bring:
• Proven experience as a Service Desk Analyst or similar technical support role, preferably within a medium to large enterprise environment
• Strong technical knowledge across a range of IT disciplines, including but not limited to Windows, MacOS, networking, and cloud technologies
• Excellent problem-solving skills and the ability to think critically when diagnosing and resolving complex issues
• Exceptional communication skills, both written and verbal with the ability to explain technical concepts in an easy-to-understand manner
• A collaborative mindset with a strong focus on teamwork and continuous improvement
• A passion for staying current with technology trends and best practices, and a willingness to learn and grow professionally If you are a motivated, technically adept professional looking for a challenging role within a dynamic organization we would love to hear from you. Join our team in the East Midlands as a Senior Service Desk Analyst and play a key role in driving our IT service excellence forward!

Purpose of Role

In this pivotal role within our team, the Senior Service Desk Analyst will serve as a critical link between our end-users and the technical infrastructure that supports them. The primary purpose of this position is to ensure efficient and effective resolution of service desk requests while maintaining a high level of customer satisfaction and promoting a culture of continuous improvement.

*Key Responsibilities: *

• Manage and prioritize incoming service requests, incidents, and problems in accordance with established SLAs (Service Level Agreements).
• Troubleshoot and resolve complex technical issues related to hardware, software, networks, and IT services, either independently or by collaborating with internal or external experts as needed.
• Proactively monitor system performance, identifying potential issues before they impact the business and taking appropriate action to prevent downtime.
• Provide technical support and guidance to end-users, communicating complex information in a clear, understandable manner.
• Maintain accurate records of service requests, incidents, and problems in our ticketing system, ensuring all relevant details are captured and documented for future reference.
• Contribute to the ongoing development and improvement of the service desk function, identifying opportunities for process enhancements, knowledge base expansion, and training needs.
• Collaborate with other teams within the organisation to ensure seamless integration and coordination of IT services, ultimately improving the overall end-user experience.

*Qualifications: *

• Proven experience in a Senior Service Desk Analyst or equivalent role, preferably within a dynamic and fast-paced environment.
• Strong technical skills encompassing Windows, Mac, and Linux operating systems, as well as common IT infrastructure components such as servers, networks, and applications.
• Excellent communication and interpersonal skills with the ability to communicate effectively with end-users, technical experts, and senior management.
• Demonstrated problem-solving abilities with a focus on finding efficient solutions that meet the needs of the business.
• Familiarity with service desk tools and technologies such as ITSM (IT Service Management) frameworks, ticketing systems, and remote access tools.
• A strong commitment to providing exceptional customer service, fostering a culture of continuous improvement within the team. By joining our team as a Senior Service Desk Analyst, you will have the opportunity to make a significant impact on the success and efficiency of our organisation while continuing your professional growth in a supportive and collaborative environment.

Skills Required

To excel in the role of a Senior Service Desk Analyst within our dynamic and innovative organization we expect individuals with the following skills:

*Technical Expertise

• : A strong foundation in IT principles, including networks, servers, databases, operating systems (Windows, Linux, and MacOS), and cloud technologies (AWS, Azure, Google Cloud). Familiarity with industry-standard tools such as Microsoft Office Suite, ServiceNow, BMC Helix, VMware, and Citrix is essential.

• *Problem Solving

• : Demonstrate the ability to troubleshoot complex IT issues swiftly and effectively using analytical skills and methodologies like the ITIL framework. You should be able to identify root causes, design effective solutions, and implement them with minimal disruption to services.

• *Communication Skills

• : Excellent verbal and written communication skills are vital for liaising with various departments, managing escalations effectively, and keeping users informed throughout the service lifecycle. You should be able to explain technical concepts in a clear and understandable manner to both technical and non-technical audiences.

• *Customer Service Orientation

• : A passion for delivering exceptional customer service is essential. You will be required to handle multiple incidents and requests, prioritize them effectively, and ensure high levels of customer satisfaction.

• *Collaborative Attitude

• : Ability to work collaboratively within our IT team and across various departments, fostering a positive and productive work environment. You should be comfortable sharing knowledge, learning from others, and contributing to the continuous improvement of our service desk processes.

• *Adaptability

• : The IT landscape is constantly evolving, so you should be willing and able to adapt to new technologies, practices, and tools as they emerge. A proactive approach to learning and professional development is highly valued within our organization.

• *Leadership Skills

• : As a Senior Service Desk Analyst, you will lead by example and provide guidance to junior analysts. You should be able to mentor team members, delegate tasks effectively, and drive continuous improvement in the service desk function.

• *Time Management

• : The ability to manage multiple tasks concurrently, prioritize effectively, and meet deadlines is crucial for this role. You will need to be organized, detail-oriented, and able to work under pressure when necessary.

Applicant Profile

Dear Hiring Manager, I am excited to submit my application for the Senior Service Desk Analyst position within your esteemed organization. With over 7 years of experience in IT service management and support roles, I believe I have the necessary skills and expertise that align with your requirements.

• *Service Management Experience

• : I have extensive experience managing and resolving a high volume of incidents, service requests, and problems. My strong problem-solving skills ensure that issues are resolved efficiently and effectively, minimizing downtime for our users.

• *Technical Proficiency

• : I am proficient in various IT Service Management (ITSM) tools such as ServiceNow, BMC Remedy, and Microsoft System Center Configuration Manager. I have a deep understanding of network protocols, operating systems, and server environments.

• *Leadership and Mentorship

• : In my previous roles, I have effectively led teams, mentoring junior analysts, and driving operational excellence. I thrive in collaborative environments, working closely with my peers to improve processes and deliver exceptional service.

• *Customer Service Orientation

• : I prioritize providing excellent customer service. My ability to communicate complex technical issues in a clear and concise manner has consistently earned me positive feedback from our users.

• Successfully led a team of 5 analysts, achieving a 95% first-contact resolution rate for incidents and requests.
• Implemented a new incident management process that reduced average incident resolution time by 30%.
• Collaborated with cross-functional teams to resolve complex issues, ensuring minimal impact on our users' productivity.
• Mentored junior analysts, providing them with the skills and knowledge needed for professional growth. I am excited about the opportunity to bring my unique blend of technical expertise, leadership skills, and customer service orientation to your team. I look forward to the possibility of discussing this exciting role further. Thank you for considering my application. I am eager to contribute my skills to help your organization continue to thrive. Sincerely,

Job Role

In our dynamic and forward-thinking organization we are seeking a seasoned Senior Service Desk Analyst to join our dedicated IT Support Team in the East Midlands region. This is an exciting opportunity for a proactive, customer-focused professional to play a pivotal role in maintaining and enhancing our IT services for internal stakeholders.

• Serve as the first point of contact for all IT service requests and incidents, providing timely, accurate, and effective solutions to resolve issues and maintain optimal performance of systems.
• Collaborate with the team in diagnosing, troubleshooting, and resolving complex technical problems that may impact our services or operations.
• Maintain a high level of customer service, ensuring all IT support interactions are handled professionally, promptly, and empathetically.
• Contribute to the continuous improvement of our IT systems by identifying potential issues, suggesting improvements, and implementing best practices.
• Document and update knowledge base articles and standard operating procedures for future reference and training purposes.
• Collaborate with other teams, such as Network, Security, and Infrastructure, when required, to ensure seamless delivery of IT services.
• Assist in the onboarding of new users by setting up accounts, devices, and software, and providing necessary training.
• Provide regular updates and reports regarding service requests, incidents, and problem resolutions to ensure transparency and accountability within the team.
• Participate in after-hours support rotation as required to maintain 24/7 coverage of our IT services.
• Proven experience as a Service Desk Analyst or similar role with a strong focus on service management and user support.
• A relevant degree or certification in Computer Science, Information Technology, or related field is desirable but not essential.
• Excellent technical skills, including proficiency in Windows, MacOS, and various software applications.
• Strong problem-solving abilities and the ability to think critically to diagnose and resolve complex issues.
• Exceptional communication skills with the ability to clearly articulate technical concepts to non-technical users.
• Strong customer service orientation with a proven ability to handle high volumes of requests in a fast-paced environment.
• A proactive approach to work with a focus on continuous learning and improvement.
• Familiarity with ITIL methodologies is desirable but not essential.
• Ability to work flexible hours, including after-hours support rotation as required. Join our organization and take your career to the next level while making a significant impact on the day-to-day operations of our IT services. We look forward to receiving your application!

Employee Perks

Join our dynamic and innovative team as a Senior Service Desk Analyst in the East Midlands and enjoy an array of exceptional benefits designed to foster growth, work-life balance, and overall wellbeing:

*Competitive Salary

• : We offer a competitive salary package that reflects your skills, experience, and the value you bring to our organisation.

• *Extensive Training & Development Opportunities

• : We believe in investing in our employees' growth and development. You will have access to numerous training programs, workshops, and conferences to help you stay updated with the latest trends and technologies in your field.

• *Flexible Working Hours

• : To support a healthy work-life balance we offer flexible working hours that allow you to manage your time effectively and accommodate personal commitments.

• *Remote Work Options

• : We understand the importance of a comfortable and productive workspace. Our remote work policy allows you to work from home on designated days, reducing commute times and promoting a more relaxed work environment.

• *Generous Holiday Allowance

• : Take time off when you need it! We offer a competitive holiday allowance to help you recharge and maintain a healthy work-life balance.

• *Comprehensive Healthcare Package

• : Our comprehensive healthcare package includes dental, vision, and mental health support, ensuring that your wellbeing is always a priority.

• *Employee Assistance Program (EAP)

• : Navigating life's challenges can sometimes be difficult. Our EAP offers confidential counseling services, legal consultations, and financial advice to help you through tough times.

• *Pension Scheme

• : Secure your future with our pension scheme, designed to provide a comfortable retirement for all our employees.

• *Social Events & Team Building Activities

• : Build strong relationships within the team by participating in regular social events and team-building activities that foster camaraderie and collaboration.

• *Employee Recognition Programs

• : We value the contributions of every team member, and our employee recognition programs provide opportunities to celebrate your achievements and hard work.

Company Overview

*About Us *

We are a dynamic and forward-thinking technology organization based in the East Midlands. Our mission is to deliver exceptional IT services that drive business success for our clients across various industries. We pride ourselves on our customer-centric approach, ensuring we provide solutions tailored to meet each client's unique needs.

*The Opportunity *

As a Senior Service Desk Analyst, you will play a pivotal role in our service delivery team. You will be responsible for managing and resolving complex IT issues promptly and effectively, ensuring minimal impact on our clients' operations. This position requires a proactive problem solver with excellent communication skills who can work collaboratively within our team to maintain high levels of customer satisfaction.

*Key Responsibilities *

• Provide Tier 2 support to our service desk, resolving complex IT issues efficiently and effectively
• Collaborate with the service delivery team to ensure effective incident management
• Liaise with clients, maintaining strong relationships through excellent communication and problem-solving skills
• Contribute to the continuous improvement of our service delivery processes
• Stay up-to-date with industry trends and emerging technologies to provide innovative solutions to our clients

*Qualifications *

• Proven experience as a Service Desk Analyst or similar IT support role
• Strong understanding of Windows, Linux, and macOS operating systems
• Excellent problem-solving skills with the ability to work under pressure
• Exceptional communication and interpersonal skills
• Experience with IT service management tools such as ServiceNow, BMC Remedy, or similar is desirable
• A relevant qualification in IT (e.g., CompTIA A+, MCSA, etc.) is beneficial but not essential If you are a dedicated professional looking to take the next step in your career we would love to hear from you. Join our team and help us deliver world-class IT services to businesses across the East Midlands!

How to Apply