Third Line Service Desk Analyst

We’re seeking a skilled and resourceful 3rd Line Service Desk Analyst to join our team. No two days will be the same as you dive headfirst into technical challenges, using a mix of creativity and technical acumen to resolve a wide range of issues. If you’re a tech-savvy problem solver with a passion for customer service, this is the role for you!

What will your day to day look like?

You will be working within a team of 10 individuals supporting 20 of our key clients.

Responding to escalated technical support tickets from the 1st Line Service Desk, promptly addressing user inquiries, troubleshooting incidents, and resolving complex IT issues.

Conduct in-depth analysis and diagnosis of user-reported problems, utilizing appropriate troubleshooting techniques and tools to identify the root cause.

Provide technical expertise and guidance to end-users, offering clear instructions, step-by-step guidance, and workarounds to resolve issues, either remotely or on-site if required.

Document all incidents, problem resolutions, and troubleshooting steps in the ticketing system accurately and comprehensively, ensuring proper tracking and knowledge sharing.

Monitor system performance and proactively identify potential issues or areas for improvement, suggesting and implementing appropriate measures to maintain optimal system functionality and performance.

Contribute to continuous improvement initiatives, participating in team meetings, sharing feedback, and providing recommendations to enhance the overall service desk performance.

To be successful in this role you must have:

Previous service desk experience, we are looking for a minimum of 18 months

Strong technical Microsoft experience

Great communication skills

Exceptional customer Service skills

What we offer

23 Days + birthday off

BUPA Cash Plan

50% Flexible working

Work from Home Allowance

Charity days off (2 days a year)

Training by professional and courses funded

3 Social events a year