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Service Support Analyst

Posted 11 April by Hays Specialist Recruitment Limited Easy Apply Ended

IT Support / 2nd Line

Senior Service Support Analyst


Up to £28,000

Your New Company

My client is a leading organisation within its sector and are looking for a Senior Service Support Analyst to join their Leeds team.

Your new role

As a Service Support Analyst you will report in to the Support Team Leader, you will provide support and assistance to employees (users) with regards to IT services provided by the organisations UK IT department.
The Service Desk is the single point of contact for all user incidents, service requests and communications, it is a key function for delivering quality IT services to company employees.

What you need to succeed

You will have demonstrable experience within an IT Service Desk role, you will act as the single point of contact for phone calls, email tickets and walk-ups from end-users regarding IT issues and queries .

You will also have experience in:

  • Undertaking technical troubleshooting to identify the root cause of IT incidents to ensure correct resolution is applied
  • Managing the resolution of incidents for the Service Desk and in compliance with SLAs 1st line Service Desk incident logging and password resets
  • Managing the resolution of incidents for the Service Desk & in compliance with SLAs 1st line Service Desk incident logging and password resets
  • Technical incident resolution for workstation services (desktops/laptops, mobile devices, IP telephony)
  • Providing advice and training on conferencing services (videoconferencing, telephone conferences and web meetings) to end users
  • Visit remote locations to provide on-site support where required
  • Deploying and asset manage desktop/laptop environment for both hardware & software
  • Troubleshooting of basic networking issues
  • Escalating incidents to the relevant IT teams or third parties

Knowledge & Skills also required

  • Good knowledge of ITIL & IT Service Management best practices
  • Proficient in all recent Windows desktop versions: deployment, configuration, maintenance, software distribution (SCCM), patching (WSUS) and management - and associated technologies
  • Microsoft Exchange concepts & administration
  • Good knowledge of the Microsoft Office software suite
  • Active Directory
  • BlackBerry and Apple (iOS) mobile devices and supporting mobile device management platforms
  • Citrix application publishing technology
  • Backup and restore administration and associated technologies
  • Basic networking knowledge
  • Experience of request fulfilment and incident management within an ITIL-based organisation
  • Substantial experience in desktop and mobile devices management and support
  • Experience in asset management within the ITIL framework and associated CMDB tools
  • Experience in writing technical documentation, IT procedures and user guides
  • Experience of delivering exceptional customer service
  • Minimum 2 years of experience in a similar role, ideally 3-4 years
  • A+ certification or Microsoft Certified Professional (MCP) or equivalent through experience
  • ITIL certification

What you'll get in return

In return you will receive a competitive salary of up to £28,000 + excellent benefits annual leave + banks, excellent pension and much more.

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call Emily Prescott-Good for further information

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