Job title: Senior Service Desk Analyst
Job type: Permanent
Emp type: Full-time
Industry: IT
Salary type: Annual
Salary from: GBP £34.00
Salary to: GBP £40,000.00
Location: Surrey
Job published: 08/08/2022
Job ID: 32916
Contact name: Jane Cashmore
Phone number: +442037456555
Contact email:

Job Description

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.