Senior Service Desk Analyst

We are currently recruiting for an experienced Senior Service Desk Analyst to join our in-house IT team based in Bristol (Cribbs Causeway).

The main purpose of this role is to provide second Line IT Support as well as being a point of contact for IT support enquiries and to facilitate IT within the business. The role will also involve coaching and mentoring the rest of the Service Desk team.

Key Responsibilities of the role include:

  • Provide 1st, and 2nd line IT technical support.
  • Handle all queries professionally and efficiently, maintaining a high degree of customer service
  • Ensure PCI / CDE processes are followed at all times in a timely manner
  • Provide VIP support to designated ‘VIP’ individuals within the business
  • Ensure that SLA’s are met
  • Provide technical hardware and application support
  • Manage ticket escalations
  • Document all calls on the call logging system
  • Create and maintain process documentation
  • Maintain user security on all systems
  • Assist with Infrastructure tasks on an ‘as and when required’ basis
  • Manage desktop refresh projects
  • Coach and mentor other members of the team
  • Ensures 100% of Asset details are correct in CMDB
  • Provide Line Management Responsibilities when required

Qualifications and Experience Required

  • Minimum 2 years’ previous experience in a 2nd line IT support role
  • Experience with all Microsoft desktop operating systems and office suite
  • Experience in Microsoft Remote Desktop Services (RDS)
  • Experience working within a PCI and FSA regulated business
  • TCP/IP networking skills experience (LAN, WAN, Wi-Fi)
  • Knowledge of Active Directory (AD)
  • Good understanding of PC hardware and software set-up and configuration
  • Excellent telephone manner
  • MCP certification would be desirable

Please register your interest by emailing your CV to [email protected]