Senior Service Desk Analyst

Our client is seeking a Senior Service Desk Analyst to join their team, based in Reigate.

MFK Recruitment has successfully recruited 17 individuals for this well-established company in the past few years. Extremely ambitious company and they’re very interested in having individuals join their team who are keen to progress and succeed.

The successful Senior Service Desk Analyst will be based at my client’s office in Reigate, there will also be some occasional local travel to visit customers' sites, so it is essential for the Senior Service Desk Analyst to have their own transport.

Senior Service Desk Analyst - Responsibilities & Duties:

• To manage all incidents and customer requests from receipt to resolution and closure
• Troubleshoot and diagnose desktop and system problems and assist remotely within Sweethaven SLA’s.
• To resolve incidents escalated from the service desk support team and ensure knowledge is shared back to the technician.
• Respond to user software or hardware queries via ticket or phone.
• Update the ticketing system, ensuring all calls have been logged and all notes are completed and up to date.
• Continuously improve knowledge and understanding across the various software and hardware technologies supported by the team.
• Assistance with On-site visits and Projects.

Skills / Experience / Qualifications

• Minimum 2 years’ experience in a fast-paced IT support role with an escalation focus.
• GCSE/A Levels/Degree - A relevant course to IT
• Experience in a customer service environment
• Strong communication and customer service skills
• Ability to work independently and take initiative
• Strong work ethic and ability to work in a dynamic work environment.
• Driving License and Vehicle

Technical experience & Skills:

• Windows Server
• Active Directory - configures sites and services, resolve issues
• Office 365 Administration and Endpoint Manager
• Switches - install and configure, setup VLAN’s, tagging, breakdown, and troubleshoot issues
• Install, configure, troubleshoot issue, using: All MS Windows desktop platforms & all MS Office desktop applications
• Firewalls, routers & VPN’s - install, configure and troubleshoot (Desirable)