ICT Senior Service Desk Analyst in Bury St Edmunds

We are looking for an ICT Senior Service Desk Analyst who would like to help us reach our mission to “earn customer loyalty and drive business growth by providing consistently excellent service”.

Purpose of this role: Provide a senior level of first line support by acting as an escalation point for other Service Desk Analysts and Team Leaders. Manage team on a deputised basis by coordinating workflows and making decisions on behalf of the Service Desk Team Leader. To ensure efficient resolution of escalated incidents, contributing to impeccable customer service and a ‘can do’ attitude to all levels of the business whilst working as part of a diverse and dynamic team.

Your key responsibilities are:

• Help and mentor the Service Desk team members, through sharing experience and knowledge.
• Triage and allocate Service Desk tickets and help the Team by organisation of resources where appropriate.
• Give advice and support on IT‑related issues, ensuring the effective management of all incidents and service requests through the appropriate communication methods.
• Handle security incidents, focus is overseeing BAU and how this is distributed across the team.
• Provide excellent customer service via telephone, email and the ITSM system.
• Maintain the high standards required for BUUK internal service levels.
• Work in a front of house position offering in person customer and technical services.
• Log, investigate, resolve and/or manage incidents and service requests through to completion to a satisfactory customer resolution.
• Proactively manage communication for all Incident/Request statuses through to resolution.
• Provide user support and coaching for end‑users using BUUK systems.
• Maintain a rapport with customers by understanding their role within the organisation.
• Complete the setup of new starters, role changes & leavers.
• Offer first line support “out of hours” as specified on the team rota.
• Any other appropriate duties as required by the Service Support Manager and the Service Desk Team Leaders.

Qualifications:

• GCSE grade C / 5 in English and Maths, or equivalent.
• ITIL Foundation.

Experience/Knowledge:

• Experience working within an IT service desk / IT Support environment.
• Experience supporting Microsoft operating systems, Active Directory and Exchange.

Abilities/Skills:

• Great interpersonal skills when engaging and communicating with customers.
• Good written communication skills to engage and support customers.
• Strong aptitude for problem‑solving, able to effectively analyse situations and provide innovative solutions.
• Highly organised and self‑motivated.
• Ability to deal with potentially stressful situations calmly.
• Assertive, confident, positive, and professional manner.
• Ability to prioritise to achieve SLA.
• Maintain high attention to detail.
• Ability to troubleshoot IT related issues.
• Have a good understanding of IT security and awareness of cyber security best practices.
• IT based A level Grade C or above / BTEC or equivalent.
• Degree or equivalent.
• Support based Microsoft technologies accreditation.
• Knowledge of Remote Desktop Services technologies.
• Network troubleshooting experience.
• Knowledge of DHCP, DNS, VPN.
• Experience using ITSM packages.
• Knowledge of smartphone & mobile device support.

What can you expect from us:

• Cost of living annual pay review.
• Company pension contributions up to 10% if employees contribute 5%.
• 33 days holiday including bank holidays with the ability to purchase an additional 2 weeks.
• Enhanced maternity, paternity and adoption pay.
• Referral payment of £1000 (net of tax) for each successful referral.
• Hybrid working for eligible roles.
• Development opportunities to reach your career aspirations.

We all matter. We are proud to be an equal opportunity employer, we respect each other and advocate for equity, diversity and inclusion in all we do.