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Form of workWe have an exciting opportunity to join a leading company in the Bristol area as a Senior IT Service Desk Analyst. The role will allow you utilise your technical experience whilst coaching and mentoring junior members of the team.
Responsibilities:
- Provide robust technical leadership for both service and technical delivery, ensuring timely completion of activities.
- Demonstrate strong time management skills.
- Serve as an escalation point for Service Desk analysts and customers.
- Maintain documentation of key systems and facilitate knowledge transfer within the team.
- Prioritise Incidents, Service Requests, and Project work effectively.
- Act as a primary contact for external teams interacting with the IT Service Desk.
- Mentor junior IT Service Desk colleagues to enhance their technical and behavioural skills.
- Represent the IT Service Desk as a deputy in the absence of the IT Service Desk Lead.
- Proactively address repeat incidents through automation, root cause analysis, and Problem Management.
- Undertake additional duties as reasonably requested by the line manager.
- Ensure timely and budget-compliant delivery of key projects and improvement initiatives.
- Conduct regular reviews of existing systems and processes, implementing identified improvements.
Skills:
- 4+ years of experience in 2nd line IT support, specialising in Microsoft products (Windows 10, 11, Endpoint Management, Azure, Active Directory, and Office 365).
- Proficient in LAN/WAN networking, cloud-based systems, user access control, Sophos Protection Suite, Active Directory, Azure Active Directory, remote access tools, vitalisation support, multi-factor authentication, Mimecast, and IP Telephony.
- Skilled in PowerShell for system log analysis and troubleshooting hardware, peripherals, printers, and mobile devices.
- Familiarity with DevOps, Agile methodologies, and a general background in IT systems and software support.
- Excellent written and oral communication skills, with a calm and methodical approach under pressure.
- Self-motivated, enthusiastic, and passionate about IT service delivery.
- Strong analytical and problem-solving skills, with a willingness to learn and adapt to new skills.
- Ability to work both independently and collaboratively in a team.
Benefits:
- Annual bonus scheme
- 25 days holiday
- Generous pension contribution
- Flexible working opportunities
