Senior Service Desk Analyst

Sword is a leading provider of business technology solutions within the Energy, Public and Finance Sectors, driving real transformation change within our clients. We use proven technology, specialist teams and domain expertise to build solid technical foundations across platforms, data and business applications. We have a passion for using technology to solve business problems, working in partnership with our clients to help in achieving their goals.

We have a current opportunity for an experienced Senior Service Desk Analyst to join a fast-paced team, with exposure to service desk and desktop requests.

• You will provide a coordinated, consistent and effective 1st Line IT technical support in a mixed Windows/Exchange environment to end users, resolving problems and issues in-line with documented procedures.
• Follow the documented Service Management processes and procedures which align to the ITIL framework that enable the Support Service to achieve KPIs/SLA's.
• Ensure that Incidents and Service Requests are responded to within Service Levels and that customers are regularly kept up to date in order that the customers have confidence that their issues are being actively addressed.
• Ensure all faults are logged and assigned to the correct team so SLA's are met.
• Escalate to 2nd/3rd Line Support Analysts when appropriate in order to resolve more complex customer issues.
• Provide telephone support to customers in a professional, knowledgeable manner to maintain excellent customer relationships.
• Proactively monitor incidents for trends and potential Problem Records and highlight these to the Service Desk Supervisor in order to ensure the on-going availability of the applications.
• Update the Service Desk documentation for new processes and procedures to reduce the duplication of effort from the Service Desk team.

• Experience in a Service Desk environment.
• Excellent communication skills.
• Experience of applying processes and procedures.
• IT Troubleshooting Skills.
• Basic IT Knowledge.
• Excellent Customer Service Skills.
• ITIL Foundation V4 qualification or working towards.

This role is full time on site in our customers Aberdeen office.

At Sword, our core values and culture are based on caring about our people, investing in training and career development and building inclusive teams where we are all encouraged to contribute to achieve success. We offer comprehensive benefits designed to support your professional development and enhance your overall quality of life. In addition to a Competitive Salary, here's what you can expect as part of our benefits package:

• Personalised Career Development: We create a development plan customised to your goals and aspirations, with a range of learning and development opportunities within a culture that encourages growth.
• Flexible working: Flexible work arrangements to support your work-life balance. We can’t promise to always be able to meet every request, however are keen to discuss your individual preferences to make it work where we can.
• A Fantastic Benefits Package: This includes generous annual leave allowance, enhanced family friendly benefits, pension scheme, access to private health, well-being, and insurance schemes, an employee assistance programme, discounted cash plan and more.

At Sword we are dedicated to fostering a diverse and inclusive workplace and are proud to be an equal opportunities employer, ensuring that all applicants receive fair and equal consideration for employment, regardless of whether they meet every requirement. If you don’t tick all the boxes but feel you have some of the relevant skills and experience we’re looking for, please do consider applying and highlight your transferable skills and experience. We embrace diversity in all its forms, valuing individuals regardless of age, disability, gender identity or reassignment, marital or civil partner status, pregnancy or maternity status, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. Your perspective and potential are important to us.

If we can do anything to help make the hiring process more accessible, please let our talent acquisition team know when you apply so we can support any adjustments.