Senior service desk analyst

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About the Role:
Our client, a leader in IT services, is seeking a Senior Service Desk Analyst 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:

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

Key Skills and Requirements:

• Solid experience in an IT service desk role, with knowledge of ITIL processes.
• Proficient in Windows Server (2008-2019), Active Directory, Microsoft Office 365, and troubleshooting Outlook client setups.
• Strong networking knowledge, including TCP/IP, DNS, DHCP, VPNs, and firewall management (Sophos preferred).
• Experience with VMware virtualization, Microsoft Azure, and HP server and networking hardware.
• Ability to manage technical documentation, and support mobile devices (iOS, Android, Windows).
• Strong problem-solving skills and a customer-focused approach.
• Certifications such as ITIL Foundation, MCSA, CompTIA A+, or Security+ are highly desirable.

Profile:

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