A Senior Service Desk Analyst is required by this global company based in Surrey. The role will involve:-

• Proactively maintaining the front office IT equipment
• Log analyse and prioritise all IT Incidents, Requests and Changes in a timely fashion
• Investigate and attempt to resolve, Incidents/Requests/Changes, and when appropriate escalate to relevant L2/L3 resources
• To ensure production batch, on-line, housekeeping and archiving processes are scheduled and run to meet the agreed business and customer Service Level Agreements
• Ensure own and unassigned work in the Service Desk Marval queue, actioned in a timely fashion and if needed escalating to management.
• Undertake Continual improvements of Service Desk processes/procedures, ensuring Junior team members are following them.
• To assist in ongoing process/tool improvement related to our ITSM toolset (Marval)
• Support/coach Junior team members of the Service Desk team

Technical Skills Required:-

• Active Directory (inc account admin) & Desktop OS
• Office365 suite of application (Email, Teams, Excel, Work, OneDrive, SharePoint etc.)
• Use of ITSM tools eg. Marval/ServiceNow
• IT Telephony, Video conferencing etc. from an end user support perspective.
• Building, configuring and deployment (SCCM) Dell desktops & laptops.
• Supporting remote users of VPN technologies (Zscaler)

Awareness of :-

• Networking concepts, TCP/IP, LAN/WAN, DHCP, DNS
• Internet proxy and web filtering software administration (ISA, WebSense)
• Backup technologies
• Virtualisation (VMWare, Terminal Services)

Salary dependant on experience.