Senior Service Desk Analyst

Job Description

Job Title: Senior Service Desk AnalystLocation & Department: London – Office based / ITSalary: Competitive Salary + bonus + excellent company benefitsAbout usWe are collaborative in our common purpose to improve people’s lives through expert healthcare, social care, and life sciences. Everything we do is powered by people. From the expertise of our people to our long-standing client relationships, we’re proud to be a company that’s committed to the human side of business.About the opportunityAn exciting opportunity has arisen within our IT department for a new Senior Service Desk Analyst. The senior analyst will provide extraordinary customer service and contribute to customer satisfaction scores while also providing technical support of a high standard by efficiently troubleshooting incidents and systematically following processes for both incidents and requests to minimise impact to our customersWithin this role you will follow ITIL best practices and processes to delivery exemplary services to our customer via both verbal and non-verbal communications. They will take full ownership of incidents and requests received from customers and ensure these are accurately entered into ServiceNow to a high standard enabling great central reporting and trend analysis of support requirements. Demonstrating exemplary communication skills providing clear expectations in an open, honest, respectful and fair manner.You maybe required to travel to other offices to provide support. This role also requires shift work to cover core support hours.What you will be doing• Following incident management processes and procedures in the lifecycle of an incident. Executing strong analytical skills coupled with systematic checks to rapidly identify and resolve incidents to minimise impact to our customers.• Assist in the identification, information gathering and utilisation of root cause analysis techniques for problem tickets.• Fulfilling request tickets that have either been assigned directly to you, received directly from customer interactions or picked up from the unassigned queue. Providing a first-class service completing requests to high standard, within SLA, updating the ticket and keeping the customer informed.• Taking full ownership for project tasks assigned to you. Keeping both your line manager and project manager regularly updated on progress and any scheduled commitments to tasks that may impact project tasks, requests and/or incidents• Maintain an awareness of scheduled Changes and how these changes will impact customers. Keeping the change owner aware of any unanticipated impacts to customers to enable swift remediation and minimise impact to others.• Delivering a first-class user experience via face-to-face, telephone and digital collaboration applications. Dedicated to providing customer service and managing relationships.We believe to be successful within this role, you will need to have• A minimum of 30 months within a similar role.• MS Office365 Support/Troubleshooting• MS Client OS Support/Troubleshooting • ServiceNow or similar ITSM Ticketing System• IT Hardware (computer, monitor, scanner, printer)• Computer imaging, configuration & profiling• Educated to GCSE/A Level or equivalent• Educated to NVQ IT Level 3/4 or equivalent• The following experience is desirable but not essential - MS Win Server OS Win 2008/2012/2016, IP/Cloud Telephone System, RDS and Thin Client setup & support, MS Teams, Mimecast, Sophos CloudWhat we can offer youIn exchange for your hard work we can offer you a competitive salary, 25 days holiday which increases with years of service, company pension scheme, season travel ticket loan, holiday incentives abroad and awards for excellent performance alongside the opportunity to be part of a supportive and successful team.When you join Acacium Group, you will work in a caring culture that prioritises your well-being, is passionate, ambitious and delivers with integrity. Constant and reliable, we care about every colleague having a fulfilling and positive experience as part of our team. From personal development to career pathways and opportunities, competitive benefits, and being part of a global business, we help every person be the best version of themselves.