Senior Service Desk Analyst

GreatFind Recruitment
10 Jan 2018
15 Feb 2018
Contract Type
Full Time

GreatFind Recruitment are currently working with a reputable client in the education sector, who provide managed business services to UK schools and Academies. Across their core specialisms; Finance & Business Management, ICT Technology support and services, MIS Systems and HR Support they offer consultancy, training and managed services to a large portfolio on UK and overseas clients.

To help with recent expansion, they are looking to appoint a Senior Service Desk Support Technician to help develop and maintain and ICT support function. With excellent customer service skills and good knowledge of support services and ICT infrastructure within schools, you will provide support, maintenance and installation services from our clients Milton Keynes base, as well as at client-site locations. A candidate with a background in education is our client’s preference, but we encourage applications from candidates with the relevant skills set and experience from other industries.

With a strong focus on service and meeting and exceeding SLA’s, you will share good practice and provide advice, guidance and support to clients as well as researching new technology in the industry. With a large amount of customer contact, our client is looking for a customer focused candidate with strong interpersonal skills and someone who genuinely enjoys working with people as well as technology.

Reporting to the Service Desk Supervisor, day to day duties will involve:

  • Managing incidents at any given client site, recording information and providing timely resolutions
  • Escalating complex queries to technical staff according to internal procedures
  • Management and monitoring of client’s ICT infrastructures to update software and plan back-ups and maintenance
  • Documenting all resolutions following the service desk procedures and flowcharts
  • Contributing to the development of the service offering to assist with further expansion in the market
  • Supporting small, medium and large-scale project deployment remotely and on-site as required
  • Assisting technical staff on site as required

As a Senior Service Desk Support, you will champion the use of all ICT services and keep abreast of news and ICT Education developments. As a point of contact, and a friendly face in the company, you will also build and develop relationships with key clients and suppliers. Our client will also offer continual training and development in the products supported to ensure their staff receive the best resources to excel in their role at the company. They are very proud of their dedicated workforce and also pride themselves in supporting the progress of their employees - making it a great place to work in 2018.

The ideal candidate:

  • A good standard of education; with 5 GCSEs or equivalent, including English and Maths with a MCSA certification desirable
  • Strong knowledge of Network and Application software (specifically within education and multi-user sites)
  • Strong knowledge of TCP/IP protocols, MS Windows 2008 and 2012 including Clustering and ADDNS/BIND
  • HTTP/FTP (including Caching and Reverse Proxy) knowledge
  • Good knowledge of firewalls, IPSec/VPN, data protection and security monitoring
  • VMware, Hyper V, and general virtualisation concept experience
  • Database administration, Microsoft SQL, MS Exchange and Office 365 experience
  • A strong focus on customer care, with a good standard of written and verbal English

Additional technical knowledge:

  • Windows 2003 and up MS Server Virtualisation, Clustering and Backup SAN / NAS Deployment and Operation
  • Desktop Windows 7 and up
  • Microsoft Exchange and SQL
  • Network methodologies and protocols, including Fibre technologies
  • Wireless Technologies, implementation and configuration including requirement surveys
  • Large scale ICT Project deployment
  • Telephony, CCTV and Cashless Catering
  • Cloud based service solutions and Office365

An awareness and understanding of ITIL Service Management framework and project management methodologies would also be a plus.

Does this sound like your next challenge? Do you want to work for one of the UK’s leading managed service providers? Our client is offer a competitive salary and benefits package for the right candidate, with a basic salary of £25,000 - £28,000.

Apply now and submit your application today to be considered for the role. Please note a DBS check will be required before successful applications can be processes.

GreatFind Recruitment are acting as a recruitment partner in relation to this role and are an equal opportunities provider.