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| Job Location | Swansea |
| Education | Not Mentioned |
| Salary | Salary negotiable |
| Industry | Not Mentioned |
| Functional Area | Not Mentioned |
| Job Type | Permanent , full-time |
Senior Support Analyst Job Market - IT SupportSenior Support Analyst - About the roleProvide Subject Matter Expert direction to the Support Analysts, assisting with task assignment, queue state reviews, guidance and undertake delivery of policy / process laid out by the service delivery lead. You will also assist with team administrationduties, ensure Service Management Functions, Major Incident Management, Business Liaison, Escalation Pathways and Business Communications are undertaken.Senior Support Analyst - Key dutiesSupported by the Service Delivery Lead your main responsibilities in the role will be to:Assist with ensuring the open ticket count is kept to a minimum, delivering quality assurance, guiding team KPIs, ensuring that SLAs are met and Service Desk telephony operations are delivered efficientlyAssist ensuring all work undertaken within the department is correctly logged within the call logging system Ivanti ISM and processed through the lifecycleAssist with ensuring maintenance support task are undertaken by the team including, Antivirus compliance, Security patching, Image build & update and various IT Security functions including user & security group and Active DirectoryAssist ensuring escalations are reviewed / mitigated, where necessary escalate matters to prevent customer dissatisfactionProduce service management, team dashboards and account performance reports to an agreed schedule or upon requestAct as a Senior to participate in on-call & out-of-hours support as neededSenior Support Analyst - Key requirementsProblem solving, capable of working to deadlines with high level of attention to detail and have a keen desire to learn and progressA strong understanding of ITIL (a qualification is not essential)Previous experience working at a senior level within a Service Desk environmentExpert knowledge, understanding and experience of common computing principles and technologies e.g. Printers, Networking, Citrix, Active Directory, Sophos Antivirus and DLPPersonable and a great communicator, able to work effectively remotely with colleagues geographically dispersed across the UK and abroad