Senior Service Desk Analyst

Job Title: Senior Service Desk Analyst / Engineer (Information Technology)
Location: Birmingham (Office-based)
Salary: £35,000 - £40,000 per annum (depending on experience)
Job Type: Full-Time, Permanent

About the Role:
Our client, a leader in IT services, is seeking a Senior Service Desk Analyst / Engineer to join their Birmingham-based team. This critical role will provide 2nd and 3rd line support within a busy service/helpdesk team, ensuring all IT, communications, and freight-related systems are supported efficiently. The ideal candidate will have strong technical expertise in troubleshooting, systems management, and a keen eye for detail, contributing to the smooth operation of the company's infrastructure.

Key Responsibilities:

1. Deliver 2nd and 3rd line support within an ITIL-based service desk environment, ensuring all processes are followed and incidents are resolved effectively.
2. Act as a single point of contact for users, handling a wide range of technical requests and system outages.
3. Provide 1st Line Support by logging incidents and requests into the service desk system when required.
4. Offer 2nd Line Support by managing service desk tickets escalated from the front-line support team.
5. Handle 3rd Line Support, including networking tasks and project work.
6. Escalate incidents and requests as required, working closely with the Service Desk and Development teams.
7. Deploy, configure, and maintain software, hardware, and networks, including Active Directory, MFD printers, and scanners.
8. Assist with networking and infrastructure, including managing Active Directory, backups, phone systems, and file security permissions.
9. Support the administration of on-premises and cloud-based environments (e.g., Azure).
10. Provide out-of-hours cover on a rota basis and perform remote maintenance as needed.
11. Collaborate with the IT team to support system updates and occasional project implementations.

Key Skills and Requirements:

1. Solid experience in an IT service desk role, with knowledge of ITIL processes.
2. Proficient in Windows Server, Active Directory, Microsoft Office 365, and troubleshooting Outlook client setups.
3. Strong networking knowledge, including TCP/IP, DNS, DHCP, VPNs, and firewall management (Sophos preferred).
4. Experience with VMware virtualization, Microsoft Azure, and HP server and networking hardware.
5. Ability to manage technical documentation and support mobile devices (iOS, Android, Windows).
6. Strong problem-solving skills and a customer-focused approach.
7. Certifications such as ITIL Foundation, MCSA, CompTIA A+, or Security+ are highly desirable.

Profile:

1. Proactive and eager to learn, with a professional and flexible approach to user support.
2. Excellent communication skills and the ability to work with users at all levels, including senior leadership.
3. A team player with attention to detail and a 'can-do' attitude.

How to Apply:

If you're a skilled IT professional looking to take on a senior support role in a dynamic environment, apply now or send your CV to (url removed).

In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.