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| Job Location | Newport, Gwent |
| Education | Not Mentioned |
| Salary | 23,000 - 24,900 per annum |
| Industry | Not Mentioned |
| Functional Area | Not Mentioned |
| Job Type | Permanent, full-time |
Role: Senior Service Desk AnalystLocation: NewportSalary: Up to £24,990 (negotiable)CPS Group Ltd are recruiting for a Senior Service Desk Analyst to join a Financial Services organisational on a 12 month FTC, with the possibility of turning into a permanent role.Key Accountabilities:Logging all relevant incident/service request details, allocating categorisation and prioritisation codesProviding third line investigation and diagnosisActing as an escalation point where difficult or controversial calls are receivedEscalating incidents/service requests that they cannot resolve within agreed timescalesLiaising with IT Operations and Change management, providing root cause analysis and requirementsAssisting Service Desk Analysts in providing first line support when workloads are high, or where additional experience is required.Producing statistics and management reportsPerforming briefings to Service Desk staff on changes or deployments that may affect volumes at the Service DeskKey Responsibilities of the Senior Service Desk Analyst:Responsible for ensuring the Service Desk Analysts work is carried out to the highest standards of qualityProvide coaching and mentoring to the Service Desk teamPromote the Societys security policy, educating to ensure appropriate measures are taken to secure the firms information and minimising security incidentsSupports Key Performance Indicators that enhance the overall purpose of the department and vision of the SocietyUnderstand the appropriate Society Polices & Standards for this roleMonitor the effectiveness of incident management and make recommendationsQualifications, Skills and Experience required:Essential:Experience in a Senior Service desk role, resolving technical issues (hardware/desktop/mobile devices or software)Experience with training and mentoring a teamKnowledge and experience in windows operating systems including server/desktop variants and associated technologies, microsoft office suite, Active Directory, Virtualization preferably Hyper V, Networking knowledge including LAN/WAN technologiesStrong troubleshooting and problem- solving skillsAbility to plan and prioritise work load without supervisionDesirablePrevious experience working in the finanical sectorKnowledge of the ITIL framework desirableIf this role is of interest to you, please send an updated CV to or call Aimee on By applying to this advert you are giving CPS Group (UK) Ltd authority to hold and process your data for this specific role and any other roles we may deem suitable to you over time. We will not pass your data to any third party without your verbal or writtenpermission to do so. All incoming and outgoing calls are recorded for training and compliance purposes. CPS Group (UK) Ltd is acting as an Employment Agency in relation to this vacancy. Our new privacy policy can be found here https://company-policies