Service Desk Engineer

Permanent

Hybrid Working

Farringdon, London

Role Overview:

The Senior IT Helpdesk Analyst will provide comprehensive 1st - 2nd line IT support. As a senior team member, this role involves managing complex technical issues, acting as an escalation point for junior staff, and contributing to strategic IT initiatives. The position focuses on ensuring reliable IT operations, supporting key infrastructure, and driving continuous improvement. The Senior IT Helpdesk Analyst will play a key role in enhancing IT service delivery, mentoring junior analysts, and addressing advanced challenges such as server management, network optimization, and cybersecurity.

Key Responsibilities:

User Support & Troubleshooting (1st - 2nd Line)

• Comprehensive IT Support: Provide 1st - 2nd line support for software, hardware, A/V and network-related issues across the group. Address escalated tickets from junior analysts and resolve advanced technical problems.
• Advanced Troubleshooting: Investigate and resolve complex technical issues related to server performance, Active Directory, networking, and cloud services. Perform root cause analysis to prevent recurring problems.
• Onboarding & Offboarding: Oversee IT aspects of employee onboarding/offboarding, including provisioning accounts, configuring devices, and ensuring proper data handling. Assist in optimising these processes for efficiency.
• Incident Management: Take ownership of high-priority incidents, coordinating resolutions with internal teams or external vendors when necessary.
• Mentorship: Guide and support junior IT staff by sharing expertise, providing training, and reviewing their escalations to ensure timely and effective problem resolution.
• Customer Service Excellence: Maintain a high standard of communication with end-users, ensuring their IT needs are met efficiently and professionally.