Senior Service Desk Analyst

Our client a public sector authority is looking for a Senior Service Desk analyst to join on a 6 month contract. This role will be onsite 5 days per week in London.

You will assist the Digital Services Management Lead in managing help-desk support to the clients business customers, assisting them with hardware and software problems via phone, email and a ticketing system while ensuring site support and coverage in the London office.

You will also be expected to assist in technical escalations while also taking ownerships of the office operations in our offices to ensure regular health checks of key office infrastructure and also ensure knowledge is shared others via templated knowledge base runbooks and training.

Key Responsibilities

• Provide senior level first line support (Audio Visual, Windows, Unified Comms, Microsoft Office, Active Directory), answering support queries via phone, email and IT Service Management ticketing system to VIP Users

• To analyse Incident Management Process and assist implementation of process improvements

• Become a focal point for Digital Services support in the London office in order to assist with escalations and operational day to day issues affecting the building and it's staff

• Produce and update service desk policies and procedures

• Deliver a high level of professional customer service on the phone and face-to-face when in the office.

• Act as a liaison between the Service Desk and other resolver groups , escalating issues where necessary

• Provide project support as assigned by DDaT management

Key Outputs and Deliverables

• Service Desk Phone is answered in a timely manner (SLA calls answered within 30 seconds)

• 1st and 2nd Line support issues are resolved in accordance with SLA's following our clients regulations, any other relevant protocols and best practice and accurate ticket notes are made for colleagues following in-depth investigation

• SharePoint 2013, O365 support and researched

Essential Experience;

• Active Directory, Exchange services and hardware support. Windows 10 Operating System knowledge Office 2016 & O365 skills

• Experience of working in an IT Department at 1st and 2nd line support

• Personal ticket and support queue management skills

• Personal motivation to achieve consistently high levels of customer service and learn new and existing technologies
• Public sector experience

If this sounds like you and you are available on short notice apply now!