Senior Service Desk Analyst

Trak Global Solutions
Crewe, Cheshire East
£19000 - £22000/annum
17 Jun 2017
17 Jul 2017
Contract Type
Full Time
Senior Service Desk Analyst

Status: Full time
Location: Crewe
Salary: £19,000- £22,000pa
Requirement for possible ‘on call’ on Saturdays.

Background to role

Trak Global has been creating and providing telematics solutions for the insurance, rental, fleet, retail and automotive industries since 2009.

Supporting the day to day operations of the business is the IT Helpdesk. The main purpose of the helpdesk is to provide support to all departments to ensure that all IT requests and issues are dealt with to ensure the day to day operations of the business is kept running efficiently.

Role summary

The purpose of the Senior Service Desk Analyst is to be responsible for the resolution of any faults or changes that are raised on the ITIL Service Desk Application.  You will be responsible for liaising with both internal and external customers to ensure they are kept updated with the progress of their request.  You will need excellent organisational skills and be able to keep on top of many issues simultaneously whilst maintaining professionalism. 

You will also be responsible for liaising with 3rd party suppliers in the event of a failure and ensure the business is regularly kept up to date with progress of the resolution.

Role responsibilities
The Senior Service Desk Analyst will be responsible for:

- Resolution of all faults and changes logged on the ITIL Service Desk Application.
- Ensuring that all tickets on the helpdesk are resolved within SLA
- Ensuring all helpdesk tickets are updated.
- Liaise with 3rd party suppliers in the event of a failure

Required skills and experience

- Good knowledge of 2008\2012 Server, Active Directory
- Knowledge and understanding of SQL server 2008/2012
- Good understanding of IP4, IP6, VPNs, DNS and other basic networking terminology.
- Experience in server maintenance and patching
- Office 365 implementation and support (Hosted email/OneDrive/SharePoint)
- Ideally you will hold a Microsoft Certification although this is not essential
- Good Customer service
- Strong organisational skills.
- Work well under pressure and in a busy environment
- Team player
- Having good written and verbal communication abilities
- Experience of working within a regulated environment.
- ITIL Qualified or aware
- Experience working in a Service Desk Environment
- Problem Management and Service Improvement experience
- Knowledge of Change Management
- Working experience of a Service Desk Ticketing system, currently use Service Desk Plus.
- Able to run queries on SQL

Key internal and external relationships

- Team Members
- Team Leaders
- IT Manager
- Operations Manager
- Other Internal Departments
- Trak Board Members


- Customers
- Suppliers

Key performance indicators

- Respond to helpdesk requests within a set SLA
- Resolve all requests within SLA

Selection process and criteria

- Interview with Team Leader and IT Operations Manager
- References on Request
- 3 months probation period