Senior IT Service Desk Analyst

Up to £25000 dependant on experience
30 Nov 2017
08 Dec 2017
Contract Type
Full Time

Do you have proven experience within an IT Service Desk and are ITIL qualified? Are you looking to take the next step in your career? they are recruiting for a Senior IT Service Desk Analyst and are looking for individuals just like you!

Our client are a highly established and reputable financial broker. They work with some of the most prestigious and growing financial institutions globally and as a leading UK broker they have won numerous awards including Best Use of Technology in Secured Lending, Broker Service Excellence and Best Secured Loans Broker of the Year.

Established in 2007, They offer solutions in a range of markets and strive to offer customers a better way to shop for loans. They believe that their people are their most important asset and are key to the businesses success.

They are now looking for a Senior IT Service Desk Analyst to act as a key business partner to the whole of the business and provide a high level of support.

What can they do for you?

·Up to £25,000 dependant on experience

·40 hours per week

·30 days holiday including Bank Holidays

·Healthcare plan

·Life Assurance

·Salary Extras

·Workplace pension


Senior IT Service Desk Analyst Responsibilities:

·Administer a busy IT Service Desk and internal customers and IT work streams.

·Produce statistics on SLA and performance as required by Management.

·Fantastic opportunity to bring your ITIL skills into an evolving Service Desk.

·Excellent progression opportunities for the right person

·Help set up Servicedesk SLA’s.

·Assign tickets to relevant IT support staff.

·Investigate tickets where appropriate to provide quick first fix resolution.

·Service desk call handling and incident logging/admin through Service desk application.

·Customer follow up from initial incident logging, providing update as required.

·Ensure adherence to Service desk SLA’s – Chase late/due tickets.

·Problem resolution via telephone or remotely.

·Attend ticket review meetings with internal departments to update on statuses.

·Documentation of resolutions and creation of user FAQ’s.

·Incident escalation to 1st, 2nd and 3rd line analysts in line with SLA’s.

·Generate Service desk weekly reports as required by Managers.

·Assist 1st line support staff.

·Gather information from IT teams to generate Daily snapshots and send to Head of IT.

·Send out Service desk announcements for system issues.

The ideal Senior IT Service Desk Analyst:

·Proven experience of working within an ITIL Servicedesk and have an ITIL qualification

·Windows 7/8 operating systems

·Good working knowledge of MS Office 2010 and 2016 products

·GCSE (A-D) including IT subject

·Excellent organisational skills with the ability to work under pressure

·Clear and positive telephone manner

·Being a good “all-rounder” in terms of supporting all areas of IT

·Good team working skills

·Excellent communication skills (both orally and written).

·Self-motivated with ability to work independently

·Accuracy and attention to detail

·Must have ability to multi-task and adapt to changing circumstances

·Positive and flexible attitude

If you are looking for your next challenge as a Senior IT Service Desk Analyst then we want to hear from you, please click APPLY!

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