Senior IT Support Analyst

Job Description

Senior Support Analyst

Job Market - IT Support

 

 

Senior Support Analyst - About the role

Provide Subject Matter Expert direction to the Support Analysts, assisting with task assignment, queue state reviews, guidance and undertake delivery of policy / process laid out by the service delivery lead. You will also assist with team administration duties, ensure Service Management Functions, Major Incident Management, Business Liaison, Escalation Pathways and Business Communications are undertaken.

Senior Support Analyst - Key duties

Supported by the Service Delivery Lead your main responsibilities in the role will be to:

Assist with ensuring the open ticket count is kept to a minimum, delivering quality assurance, guiding team KPI’s, ensuring that SLA’s are met and Service Desk telephony operations are delivered efficiently

Assist ensuring all work undertaken within the department is correctly logged within the call logging system Ivanti ISM and processed through the lifecycle

Assist with ensuring maintenance support task are undertaken by the team including, Antivirus compliance, Security patching, Image build & update and various IT Security functions including user & security group and Active Directory

Assist ensuring escalations are reviewed / mitigated, where necessary escalate matters to prevent customer dissatisfaction

Produce service management, team dashboards and account performance reports to an agreed schedule or upon request

Act as a Senior to participate in on-call & out-of-hours support as needed

Senior Support Analyst - Key requirements

Problem solving, capable of working to deadlines with high level of attention to detail and have a keen desire to learn and progress

A strong understanding of ITIL (a qualification is not essential)

Previous experience working at a senior level within a Service Desk environment

Expert knowledge, understanding and experience of common computing principles and technologies e.g. Printers, Networking, Citrix, Active Directory, Sophos Antivirus and DLP

Personable and a great communicator, able to work effectively remotely with colleagues geographically dispersed across the UK and abroad