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- Tasks: Provide 2nd and 3rd line IT support in a busy service desk environment.
- Company: Join a leading IT services company based in Derby, known for its innovative solutions.
- Benefits: Enjoy competitive salary, flexible working options, and opportunities for professional growth.
- Why this job: Be part of a dynamic team, enhance your tech skills, and make a real impact.
- Qualifications: Solid IT service desk experience and knowledge of ITIL processes required.
- Other info: Certifications like ITIL Foundation or CompTIA A+ are a plus!
The predicted salary is between 28000 - 42000 £ per year.
Location: Derby
Salary: £35,000
About the Role:
Our client, a leader in IT services, is seeking a Senior Service Desk Analyst to join their Birmingham-based team. This critical role will provide 2nd and 3rd line support within a busy service/helpdesk team, ensuring all IT, communications, and freight-related systems are supported efficiently. The ideal candidate will have strong technical expertise in troubleshooting, systems management, and a keen eye for detail, contributing to the smooth operation of the company's infrastructure.
Key Responsibilities:
- Deliver 2nd and 3rd line support within an ITIL-based service desk environment, ensuring all processes are followed and incidents are resolved effectively.
- Act as a single point of contact for users, handling a wide range of technical requests and system outages.
- Provide 1st Line Support by logging incidents and requests into the service desk system when required.
- Offer 2nd Line Support by managing service desk tickets escalated from the front-line support team.
- Handle 3rd Line Support, including networking tasks and project work.
- Escalate incidents and requests as required, working closely with the Service Desk and Development teams.
- Deploy, configure, and maintain software, hardware, and networks, including Active Directory, MFD printers, and scanners.
- Assist with networking and infrastructure, including managing Active Directory, backups, phone systems, and file security permissions.
- Support the administration of on-premises and cloud-based environments (e.g., Azure).
- Provide out-of-hours cover on a rota basis and perform remote maintenance as needed.
- Collaborate with the IT team to support system updates and occasional project implementations.
Key Skills and Requirements:
- Solid experience in an IT service desk role, with knowledge of ITIL processes.
- Proficient in Windows Server (2008-2019), Active Directory, Microsoft Office 365, and troubleshooting Outlook client setups.
- Strong networking knowledge, including TCP/IP, DNS, DHCP, VPNs, and firewall management (Sophos preferred).
- Experience with VMware virtualization, Microsoft Azure, and HP server and networking hardware.
- Ability to manage technical documentation, and support mobile devices (iOS, Android, Windows).
- Strong problem-solving skills and a customer-focused approach.
- Certifications such as ITIL Foundation, MCSA, CompTIA A+, or Security+ are highly desirable.
Profile:
- Proactive and eager to learn, with a professional and flexible approach to user support.
- Excellent communication skills and the ability to work with users at all levels, including senior leadership.
- A team player with attention to detail and a 'can-do' attitude.
How to Apply:
If you're a skilled IT professional looking to take on a senior support role in a dynamic environment, apply now or send your CV to In Technology Group Ltd, acting as an Employment Agency in relation to this vacancy.
Contact Detail:
In Technology Group Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior service desk analyst
✨Tip Number 1
Familiarise yourself with ITIL processes, as this role heavily relies on them. Brush up on your knowledge of incident management and service desk best practices to demonstrate your understanding during the interview.
✨Tip Number 2
Showcase your technical expertise by preparing examples of past experiences where you successfully resolved complex issues. Be ready to discuss specific scenarios involving Windows Server, Active Directory, and networking tasks.
✨Tip Number 3
Highlight your customer service skills, as this role requires excellent communication with users at all levels. Prepare to share instances where you effectively managed user expectations and provided exceptional support.
✨Tip Number 4
Research the company and its IT infrastructure to tailor your responses during the interview. Understanding their specific systems and challenges will help you position yourself as a valuable asset to their team.
We think you need these skills to ace Senior service desk analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT service desk roles, particularly focusing on 2nd and 3rd line support. Include specific examples of troubleshooting and systems management that align with the job description.
Craft a Strong Cover Letter: Write a cover letter that showcases your technical expertise and problem-solving skills. Mention your familiarity with ITIL processes and any relevant certifications, as well as your proactive approach to user support.
Highlight Key Skills: In your application, emphasise your knowledge of Windows Server, Active Directory, and networking concepts like TCP/IP and DNS. Make sure to mention any experience with cloud environments such as Azure, as this is crucial for the role.
Showcase Communication Skills: Since the role requires excellent communication skills, provide examples of how you've effectively communicated with users at all levels. This could include resolving technical issues or collaborating with team members on projects.
How to prepare for a job interview at In Technology Group Limited
✨Showcase Your Technical Expertise
Be prepared to discuss your experience with Windows Server, Active Directory, and troubleshooting techniques. Highlight specific examples where you've successfully resolved complex issues, as this will demonstrate your capability for the 2nd and 3rd line support required in the role.
✨Familiarise Yourself with ITIL Processes
Since the role involves working in an ITIL-based service desk environment, brush up on ITIL principles. Be ready to explain how you have applied these processes in previous roles, particularly in incident management and service delivery.
✨Demonstrate Problem-Solving Skills
Prepare to discuss scenarios where you've encountered technical challenges. Use the STAR method (Situation, Task, Action, Result) to structure your answers, showcasing your analytical skills and customer-focused approach.
✨Communicate Effectively
Strong communication is key, especially when dealing with users at all levels. Practice explaining technical concepts in simple terms, and be ready to discuss how you handle user frustrations or difficult situations with professionalism and empathy.
