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Senior Technology Service Desk Analyst
Summary
Senior Technology Service Desk Analyst
| Salary | Competitive salary |
| Schedule | Full Time |
| Location | Boldmere House Hams Hall Distribution Park, Faraday Ave, Birmingham B46 1AL, UK |
Senior Technology Service Desk Analyst
Description
|
Senior Technology Service Desk Analyst
Before you read on, let’s start with what we’ll give you:
About
the Role The
purpose of the role is to respond effectively to incidents and requests restoring
service or fulfilling requests as quickly as possible whilst communicating
with all relevant stakeholders. Providing cover for the Technology Service
Desk as required, acting as a technical bridge for the Service Desk into
other teams. To provide a problem management function. To drive
standardisation, documentation, performance and knowledge both within
Technology Services and the wider business. You’re a natural communicator who enjoys keeping your colleagues in the loop, ensuring they feel their issues are understood and giving them the confidence that the issues will be resolved. You thrive on seeing incidents and problems through to resolution, spotting trends and holding yourself to the highest best practice standards. You keep up to date with technology; enjoy getting into the detail and owning issues. You enjoy being the technical go to person for the service desk team and deputising for the TSDM when needed. This is an exciting opportunity for an ambitious, technically strong and solution focused Senior Service Desk Analyst to join our evolving Technology Services team.
Key Knowledge, Skills & Experience required:
Mandatory
Desirable
Key responsibilities: |
- Incident Management - As well as managing ticket assignment acting as a technical escalation point for the Technology Service Desk and a bridge to the Infrastructure Team. Reviewing incidents, completing diagnostics, replicating issues and resolving or technically escalating incidents. Ensuring the right resolution path is followed and SLAs are continuously monitored. Flagging any knowledge management opportunities prior to closure.
- Problem Management - Prioritising, monitoring, reporting on and ultimately resolving problems. Continually utilising incident trend analysis to reduce demand on incident management via root cause analysis. Ensuring the lessons learnt from each problem are identified and documented.
- Knowledge Management- Creating and maintaining known errors, workarounds, knowledge articles and standard operating procedures. Seeking training and documentation opportunities across Technology Services. Pulling knowledge from the Infrastructure Team and pushing knowledge towards the Technology Service Desk as well as the wider business.
- Build, Patch & Device Management - Creating, improving & documenting operating system builds. Ensuring ongoing standardisation, usability & security of the EUD estate.
|
Senior Technology Service Desk Analyst
Before you read on, let’s start with what we’ll give you:
About
the Role The
purpose of the role is to respond effectively to incidents and requests restoring
service or fulfilling requests as quickly as possible whilst communicating
with all relevant stakeholders. Providing cover for the Technology Service
Desk as required, acting as a technical bridge for the Service Desk into
other teams. To provide a problem management function. To drive
standardisation, documentation, performance and knowledge both within
Technology Services and the wider business. You’re a natural communicator who enjoys keeping your colleagues in the loop, ensuring they feel their issues are understood and giving them the confidence that the issues will be resolved. You thrive on seeing incidents and problems through to resolution, spotting trends and holding yourself to the highest best practice standards. You keep up to date with technology; enjoy getting into the detail and owning issues. You enjoy being the technical go to person for the service desk team and deputising for the TSDM when needed. This is an exciting opportunity for an ambitious, technically strong and solution focused Senior Service Desk Analyst to join our evolving Technology Services team.
Key Knowledge, Skills & Experience required:
Mandatory
Desirable
Key responsibilities: |
- Incident Management - As well as managing ticket assignment acting as a technical escalation point for the Technology Service Desk and a bridge to the Infrastructure Team. Reviewing incidents, completing diagnostics, replicating issues and resolving or technically escalating incidents. Ensuring the right resolution path is followed and SLAs are continuously monitored. Flagging any knowledge management opportunities prior to closure.
- Problem Management - Prioritising, monitoring, reporting on and ultimately resolving problems. Continually utilising incident trend analysis to reduce demand on incident management via root cause analysis. Ensuring the lessons learnt from each problem are identified and documented.
- Knowledge Management- Creating and maintaining known errors, workarounds, knowledge articles and standard operating procedures. Seeking training and documentation opportunities across Technology Services. Pulling knowledge from the Infrastructure Team and pushing knowledge towards the Technology Service Desk as well as the wider business.
- Build, Patch & Device Management - Creating, improving & documenting operating system builds. Ensuring ongoing standardisation, usability & security of the EUD estate.
Details
| Salary | Competitive salary |
| Schedule | Full Time |
| Location | Boldmere House Hams Hall Distribution Park, Faraday Ave, Birmingham B46 1AL, UK |
Skills
mentoring
service desk
By applying you confirm you have these skills.
The Works
| Salary | Competitive salary |
| Schedule | Full Time |
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Boldmere House Hams Hall Distribution Park, Faraday Ave, Birmingham B46 1AL, UK