Senior Service Desk Analyst – Internal

Responsibilities

• Assist customers with questions relating to supported software and platforms, ensuring all work is carried out in line with company processes, policies, and customer SLAs/OLAs.
• Manage our proactive monitoring software on a day-to-day basis, including logging, investigating, and resolving related service desk tickets in accordance with service guidelines.
• Log and update tickets accurately, maintaining detailed records of all incidents, requests, and customer interactions.
• Provide advanced first-line support and take ownership of more complex technical issues, escalating to the appropriate teams where required.
• Communicate effectively, both verbally and in writing, with customers, third-party suppliers, and internal teams.
• Build and maintain positive working relationships with colleagues, supervisors, customers, and external partners.
• Support and mentor other Service Desk team members, sharing knowledge and helping to maintain high service standards.
• Take an active role in your own professional development, continually building the skills and knowledge needed to perform the role effectively.
• Support the delivery of the company's proactive services and assist with wider Service Desk operations as required.
• Travel to customer sites across the UK when required to meet business needs.
• Work from customer sites when required, providing on-site support and maintaining excellent customer relationships.

• Experience of working in a technical customer service IT support role in a 1st/2nd line capacity
• Exceptional customer services skills
• Exposure to working to SLAs
• Experience of working in a fast paced working environment
• Full and valid UK driver's license
• A good understanding/working knowledge of Windows Operating Systems(7, 8.1, 10, 11), Microsoft Office, AV Products, PC/server security, LAN, Exchange, Active Directory
• A good understanding of IT support principles; e.g. desktop, networks, infrastructure
• Ability to use desktop software and applications- word processing, spreadsheets and graphics
• Office 365 experience
• Excellent telephone manner and customer engagement skills
• Proactive approach to workload and customer needs.
• Strong prioritisation, time management and troubleshooting skills
• A basic understanding of Apple Technologies
• SCCM/Intune experience
• Excellent customer service, communication and interpersonal skills- able to build and establish good working relationships internally and externally
• Good numeracy/literacy skills
• Practical problem solving and negotiation skills
• A relevant technical qualification
• Experience with Service Now
• Experience with Autotask
• Experience with Datto RMM

Demonstrates expertise in technical customer service support, particularly in 1st/2nd line roles, with a strong focus on Windows Operating Systems, Office 365, and proactive problem-solving. Capable of building positive relationships with customers and colleagues while managing service desk operations and adhering to SLAs.