Senior Technology Service Desk Analyst

We’re looking for a Senior Technology Service Desk Analyst with a high level of technical expertise for a hands-on role providing a robust IT support service in a fast-paced IT department to remote end-users and head office colleagues globally. The Senior Technology Service Desk Analyst will work closely with application, platform, and security teams, utilising strong customer service skills. About the Role Acting as a key point of contact to deliver an effective and efficient technical support service, you will be required to resolve any IT-related queries and/or incidents by reporting issues, requesting information or access, and recommending innovative solutions to enable users to quickly return to their duties. You will be encouraged to own issues through to complete resolution, providing an opportunity to input into the whole user experience and develop confidence and skills in more junior members of the team. Principal Accountabilities Act as the routine point of contact, receiving and handling requests for support, providing investigation and diagnosis and logging incidents and service requests in the Service Management Tool. Respond to a broad range of service requests, including security and high-priority ticket types, providing support and fulfilling requests to enable a resolution within agreed SLAs. Take full ownership of issues and deliver outstanding customer service by alway…