Senior Service Desk Analyst

**Senior Service Desk Analyst – £25,000 – £30,000 per annum plus excellent benefits – Leatherhead**

We are looking for a Senior Service Desk Analyst to join a client of ours based in Leatherhead. You will be the first point of contact for the business for all IT incidents and requests. As a senior member of the team you will support the Service Desk Manager, stepping in when required – this will include supporting and mentoring other service desk analysts.The Senior Service Desk Analyst will require the ability to approach troubleshooting incidents in a logical manner, whilst setting realistic expectations and keeping the customer informed of the activities being undertaken. This means that the Senior Service Desk Analyst should have excellent verbal and written communication skills, with the ability to question openly and actively listen to responses.


Identifying high priority (P1) incidents and escalating to management and for liaising with 2nd and 3rd line support in order to progress and assign incidents and requests.
Liaising with third party suppliers in order to get incidents resolved and requests fulfilled in a timely manner and escalating to Management if there are issues and providing feedback regarding the service received for Service Review Meetings.
Managing all of the incidents and requests in their personal queue, as well as assigning calls to Service Desk Analysts to progress, whilst providing support and mentoring the Service Desk Analysts.
Manage high priority incidents to resolution, including documenting Incident Reports, identifying and implementing actions to improve the service to the Business.

Key skills & experience:

ITIL v3 Foundation certificate
Good analytical skills – logical fault finding and troubleshooting capability
Knowledge of MS products and active directory

**Senior Service Desk Analyst – £25,000 – £30,000 per annum plus excellent benefits – Leatherhead**

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Job Reference: Service Desk

Salary: £25000 - £300000 per annum + Plus Benefits

Salary per: Annum

Job Duration: 6 months

Job Start Date: ASAP

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