Senior Service Desk Analyst

You will handle incident management, system monitoring, and proactive maintenance.

• Technical Support: Provide first and second-level support for hardware, software, and network issues, resolving incidents both remotely and on-site.
• Incident Management: Manage the full incident lifecycle in the ticketing system, ensuring all actions are documented and adhere to Service Level Agreements (SLAs).
• System Maintenance: Perform regular backups and maintenance for Windows and Mac OS environments to ensure security and compliance.
• Client Interaction: Maintain positive relationships with clients through clear communication and proactive updates, ensuring high levels of satisfaction.
• Documentation: Create and maintain technical documentation, including SOPs and knowledge base articles.
• Process Improvement: Identify opportunities to improve service delivery and efficiency.

• Experience: Minimum of 5 years in an IT support role.
• Technical Expertise: Proficient in Windows/Mac OS, cloud services (Microsoft 365, Azure, Google Workspace), and networking protocols.
• Communication: Exceptional verbal and written skills, with the ability to clearly understand and communicate with users with UK/British accents.
• Certifications: CompTIA A+/Network+ or Microsoft certifications are highly desirable.