Senior Service Desk Analyst

Our client is seeking a skilled and customer-focused Senior Service Desk Analyst to join their dynamic technical support team. This role is integral in providing frontline IT support, ensuring smooth resolution of technical issues, and delivering a seamless experience for end users. You'll collaborate with Level 1 Service Desk Analysts and End User Engineers, assisting with a range of tasks from resolving password resets and email sync issues to managing user onboarding and offboarding processes.

This is a Hybrid role and will require a minimum of 3 days p/w on site in Belfast.

Benefits

• Salary up to £50,000
• Unlimited Holidays
• Host of other incentives

Key Responsibilities

• Provide timely, professional, and courteous IT support via web portal, email, and phone.
• Handle user access requests, including SharePoint permissions, email and calendar access, and conditional access policies.
• Maintain a strong commitment to service excellence, ensuring at least 85% of requests are resolved within agreed service levels.
• Escalate complex technical issues to the appropriate engineering support teams when necessary.
• Take ownership of support cases from initiation to resolution, ensuring client satisfaction.
• Identify opportunities to automate repetitive tasks and improve efficiency.
• Document troubleshooting solutions, best practices, and client environment details for future reference.
• Conduct root cause analysis on recurring technical issues to prevent future incidents.
• Contribute to IT projects and initiatives as required.

What You'll Need

• A passion for delivering outstanding IT support and client service.
• Excellent verbal and written communication skills, with the ability to explain technical issues clearly.
• A confident and approachable demeanor when assisting users over the phone and in person.
• Minimum 5+ years of hands-on experience in IT support, covering:
• Microsoft Windows & macOS
• Mobile Device Management
• M365 / O365 & Microsoft Entra ID
• VPN configurations
• Strong problem-solving skills, with the ability to diagnose and resolve technical issues related to hardware, software, and network connectivity.
• Familiarity with IT ticketing systems and remote support tools.
• Adaptability and flexibility in a fast-paced environment with evolving technology and business needs.
• A collaborative, team-oriented mindset with the ability to remain calm under pressure.
• Confidence to share insights, suggest process improvements, and contribute to a culture of continuous learning.
• ITIL best practice knowledge is a plus.
• Willingness to provide off-hours support, including weekends and holidays, if required.