Senior Service Desk Analyst

Senior Service Desk Analyst - 1st / 2nd / 3rd Line

Digital agency in the heart of Leeds is looking for a Senior Service Desk Analyst to join their team. This is a relaxed and informal working environment with lovely offices, free breakfast, subsidied lunch and a vibrant social scene. Supporting a sizable team of c.200 employees, you will be onsite for 4 days per week, 1 day working from home if desired.

More about the role:

• Mentoring a junior member of the team, acting as an escalation point to users and the wider IT team.
• Offering best in class 1st, 2nd and 3rd line phone and in person support.
• You will be required to answer and log all calls (within SLA), and provide assistance, support and troubleshooting, aiming for First Contact resolution wherever possible and escalating to the appropriate team when necessary.
• You will be expected to capture detailed information into the IT Service Management tool for each call, to ensure any escalations can be dealt with quickly and effectively.
• You will manage personal workload, ensuring that all tickets are updated regularly.
• Ensuring procedures are followed correctly to ensure a consistent approach to support across the team.
• Provide regular updates to customers and ensure ongoing communication is maintained throughout the life of the call, setting expectations appropriately at each communication.
• Provide assistance with and perform system builds/re-builds, software installation, upgrades and patch management on PCs, laptops and peripherals as required.
• You will support AV / meetings in the building.
• You will deal with a wide range of support calls including password resets, Office 365, Microsoft Windows 10, MAC OS, Adobe Creative Cloud, resolving where possible and escalating to the relevant team if necessary.

About you:

• Fantastic telephone manner and customer oriented.
• Great communication skills; Able to give customers confidence that you are able to resolve issues and can explain technical issues to non-technical people.
• Solid 2-4 years experience in IT Support working on a broad range of issues.
• Able to show you take ownership and see things through; even when you don't know the answer, a willingness to learn, find out, try to help, before passing it on to someone else.
• Technically, you will have experience supporting Windows and O365.

Please apply today for immediate CV review.

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