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IT Senior Service Desk Analyst

Manchester / Salary: £26,000+ / Department: IT / Hours: Monday to Sunday (Shift work)

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Are you looking for a new career with a fast-growing, dynamic company? Well look no further! We’re in need of an IT Senior Service Desk Analyst to join our IT team based in Haywards Heath.

As an IT Senior Service Desk Analyst, you’ll assist the Service Desk Team Leader in overseeing Business As Usual tasks are efficiently worked, and methods chosen remain straightforward. Co-ordination of all tickets across all IT support disciplines is pro-actively monitored to provide the highest possible levels of services across our user estate. This role requires you to have strong communications skills and time keeping skills as all reporting need to be delivered in a timely fashion, with exacting levels of information captured.
Experience, skills and knowledge:
  • Over three years in a Service Desk environment
  • Held a similar role previously
  • A+ Certification - Preferred
  • Telephony – Mitel or Avaya experience – Preferred
  • ITIL Foundation V3 – Desired
  • Produce daily/weekly MI content which will then be sent to Executive level within agreed timescales
  • Report and present trend information, service spike as well as individual performance information at regular intervals
  • Overall responsibility of collating Root Cause Analysis
  • Identify efficiencies and propose resolutions via Service Improvement Plans
  • Excellent communication skills, both verbal and written
  • Strong people management skills
  • Good time management and organisation skills
  • In-depth problem solving skills
  • User administration knowledge
  • Good understanding of 1ST CENTRAL’s applications (or equivalent system externally) in one or all of the following:-
    • ICE (Insurance Claims system) – Good knowledge is mandatory
    • FOCUS  (Insurance Policy System)
    • Microsoft Dynamics (CRM System)
    • AIA (Document generation)
    • SharePoint (Collaboration Toolkit)
So if you’re self-motivated, enthusiastic, quick thinker and you feel this role’s for you, then apply today. 
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