Senior IT Service Desk Analyst

Perfect for a proven IT Service Desk Analyst that's looking for more responsibility, who's looking to learn more, in a fun and collaborative team.
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The successful candidate will provide day to day support for IT Service Desk to ensure service levels are effective and efficient to the business and exceed stakeholder expectations. This includes supporting the management of daily activities of the Service Desk and assisting IT Services Desk Manager when required.

  Responsibilities/Duties

  • Support with leading and directing the Service Desk team whilst acting as an escalation point for all unresolved issues or queries during office hours. This may include being available on an ad-hoc basis when on-call support requires assistance, for critical incidents etc.
  • Provide mentoring and coaching support to all members of the Service Desk.
  • Work closely with IT Team Managers/Leaders to bridge gaps in skills, knowledge and processes.
  • Work closely with our Technical Escalation Analyst and other Senior Service Desk Analysts to ensure processes are being adhered to and projects are delivered.
  • Monitor the Service Desk call lists to ensure all incidents and problems are being dealt with effectively and according to service standards.
  • Answer phone calls, log tickets and respond to mailbox tickets.
  • Build and maintain relationships with stakeholders throughout the business.
  • Keep the stakeholders and other members of the Tech Department informed of progress as appropriate.
  • Build and maintain relationships with stakeholders throughout the business.
  • Act as the liaison between the Technical Escalation analyst and the customer.
  • Create support documentation to share between the team and post to a knowledge base.
  • Make suggestions for service improvement and control.
  • To have oversight of ongoing Service Delivery issues.
  • Transfer knowledge and upskilling more junior members of the team.
  • Follow technology standards and ITIL practices.

 

Skills & Knowledge

  • Ability to prioritise issues in line with business imperatives
  • Good knowledge of Microsoft Products in particular Office 365
  • Incident and Problem management

Must-Have - Good understanding and experience of:

  • Active Directory
  • Exchange
  • Office 365
  • OKTA
  • Intune
  • Mac OSX
  • Printer maintenance
  • Remote access / VMware
  • Call logging system

Desirable Technical/Education/Training

  • Microsoft Certified Professional (MCP) accreditation
  • Microsoft Desktop and Server MCSA
  • Familiarity with relevant ITIL processes

Personal Qualities

  • A passion for technology and customer service
  • Pro-active and takes initiative, working independently and as part of a team
  • Ambitious and striving to develop
  • Positively impacts those around them, makes quality decisions and develops themselves both personally and professionally
  • Takes time to get to know people beyond their role
  • Treats people with respect and in a fair and consistent way
  • Recognises when colleagues are under pressure and volunteers to assist them where possible
  • Logical and methodical approach to troubleshooting technical issues
  • Resilient, calm under pressure, adaptable and flexible approach
  • Excellent telephone manner and presentable at all times
  • Excellent attention to detail
  • Ability to effectively manage own workload and time management
  • Ability to communicate effectively with people at all levels within the organisation
  • Personable and confident, able to build relationships with partners/ key stakeholders

 

 

M&CSAATCHI GROUP

Founded in 1995, we are an independent global network of best-in-class brand and marketing specialists dedicated to helping brands and businesses turn change into advantage.

The M&C Saatchi Group UK is proud to be an Equal Opportunity Employer. The M&C Saatchi Group does not and shall not discriminate, celebrates diversity and employment is based solely on qualifications and competence for a particular position, without regard on the basis of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation, in any of its activities or operations. We are committed to providing an inclusive and welcoming environment for all employees, volunteers, subcontractors, freelancers, and clients. Your information will be kept confidential according to General Data Protection Regulation (GDPR).

If you need assistance or an accommodation due to a disability you may contact us ‘here’.

Due to the high volume of applicants, it is not possible to reply to all applicants personally. All applicants are considered, however. If you have not been contacted within ten working days, please assume your application unsuccessful on this occasion and thank you for your interest in us! 

Or, know someone who would be a perfect fit? Let them know!

Soho, London

36 Golden Square
W1F 9JX London Directions HireMe@mcsaatchi.com 020 7543 4500 View page

Perks & Benefits

  • Generous Holiday Allowance

  • Private Healthcare

  • Dental Scheme

  • On-site Subsidised Restaurant

  • Gym Discount

  • Pension

  • Extensive Mental Health & Wellness Offerings

  • Cycle to Work Scheme

Workplace & Culture

Teamtailor

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