Senior Service Desk Analyst

• Senior Service Desk Analyst
• Manchester - fully on-site working
• £283 per day (Inside IR35)

Our client in Manchester is currently on the lookout for a Senior Service Desk Analyst to join their established and successful IT team where you will be playing a key role in the supporting a number of areas for IT services that are either on site, remote or cloud based, SharePoint, M365 service, AWS and IAAS platforms along with many more.

Main Duties and Responsibilities:

• Provide second line IT support for more complex IT issues, completing Service Desk tickets within the required service levels and escalating more complex third line issues
• Be responsible for second line IT support of hardware and software including deployment of IT peripherals and devices including AV kit and other IT installations
• Manage customer complaints escalating as necessary those that cannot be resolved to the IT Service Desk Manager
• Produce new and update existing documentation of IT processes such as changes to laptop builds to support the further development and improvement of Service Desk process
• Support the testing and evaluation of new IT products and solutions proposed by the IT Infrastructure Team and agreed with the IT Service Desk Manager

The following skills and experience will be essential for the role:

• Microsoft certified network engineer or equivalent along with knowledge of the ITIL framework
• Demonstrate a high level of technical knowledge in relation to end user support and a range of IT hardware, software and systems such as O365, MS operating systems
•  Experience of supporting Microsoft 365 and Windows 10 OS including Windows 2012 server or above, active directory, MS Intune, Mobile device management
• Excellent oral and written communication skills