Senior Service Desk Analyst

Location - Bristol
Employment Type - Full Time - Permanent
Hours Per Week - 37.5

Somerset Bridge Shared Services are recruiting for a Senior Service Desk Analyst who will provide 2nd line IT support and be a point of contact for IT support enquiries. This role will ensure all tickets are logged, prioritised and resolved within SLA. 

Key Responsibilities & Accountabilities:

  • Provide 1st, and 2nd line IT technical support. Handle all queries professionally and efficiently, maintaining a high degree of customer service
  • Ensure PCI / CDE processes are followed at all times in a timely manner
  • Provide VIP support to designated ‘VIP’ individuals within the business
  • Ensure that SLA’s are met
  • Provide technical hardware and application support
  • Manage ticket escalations
  • Document all calls on the call logging system
  • Create and maintain process documentation
  • Maintain user security on all systems
  • Assist with Infrastructure tasks on an ‘as and when required’ basis
  • Manage desktop refresh projects
  • Coach and mentor other members of the team
  • Ensures 100% of Asset details are correct in CMDB
  • Provide Line Management Responsibilities when required

Qualifications & Experience:

  • Minimum 2 years’ experience in a 2nd line IT support role
  • Experience with all Microsoft desktop operating systems and office suite
  • Experience with Microsoft Remote Desktop Services (RDS)
  • Experience working within a PCI and FSA regulated business
  • TCP/IP networking skills experience (LAN, WAN, Wi-Fi)
  • Knowledge of Active Directory (AD)
  • Good understanding of PC hardware and software set-up and configuration
  • Excellent telephone manner
  • MCP certification would be desirable

Knowledge & Skills:

  • Reliable, enthusiastic and able to demonstrate this in your day to day activities
  • Focused and able to work in a methodical way in a busy office environment
  • Resilient and able to overcome any obstacles in between you and your targets
  • Self-motivated to achieve targets as well as able to work alongside others as part of a team