The Senior Service Desk Analysts are responsible for the day to day ‘business as usual’ operational co-ordination of the team; must have excellent customer care and communication skills as you will be dealing with all levels of customers within company.

Qualifications:

• A relevant IT qualification (A+, N+, MCSE or a combination thereof).
• Microsoft Office Specialist (MOS) Master 2010 Certified
• Microsoft AZ900
• Will hold an ITIL qualification and quantifiable experience in all aspects of service delivery.

Experience:

• Personally resilient to manage demanding customers at all levels, highly customer service focused with excellent communication and negotiation skills with strong analytical, planning, and process implementation skills with a passion for quality
• Experience of working collaboratively with others to achieve success
• Experience of working at both 1st/2nd line in a busy professional services environment, supporting 500+customers.
• The candidate should ideally have 5 years’ experience working in a managed services or similar IT environment and possess a high level of customer service, technical skills and multi-tasking

Skills and Knowledge required:

• Microsoft Windows 10 and Windows 11
• Microsoft 0365
• Microsoft Entra
• Apple and Android products (Tablets/Phones) Microsoft Intune
• Printing solutions (desktop and MFD)
• Active Directory and Exchange Management
• Mimecast email management
• SCCM (reporting, collection management, log analysis)
• orksite DMS/iManage (or other Document Management Systems)
• Aderant Expert, CMS, Interaction
• Encryption software
• Video conferencing (MS Teams enabled boardrooms)
• Intermediate experience in networking