Senior IT Service Desk Analyst Full Time NEW

As a Senior IT Service Desk Analyst, your primary purpose is to deliver exceptional IT support by fostering a high-performing team and maintaining outstanding customer service standards. You will play a pivotal role in supporting the IT Service Desk Manager, stepping in when needed to ensure smooth operations, and collaborating with colleagues to drive continual improvement and efficient resolution of technical issues.

The role is suited to a proactive individual who thrives on providing top-tier service. As a Senior IT Service Desk Analyst, you will work alongside the manager, stepping in as needed to uphold high standards and smooth operations.

This is a 6 month fixed term role with the requirement to be in the Swindon office 4 days a week.

The benefits:

• Salary – up to £33,000
• Bonus scheme – on target bonus -7.5%
• Pension scheme – contribute up to 5% of your salary and Openwork will match you and put in an extra 5%
• Critical illness cover
• Income protection – 1x salary
• Death in service – 4x salary
• 27 days holiday + bank holidays, with the opportunity to buy up to an additional 10 days
• A range of other flexible benefits to include private medical insurance, dental insurance and much more.

Key Accountabilities:

• You will partner with the other Senior Analyst to guide the team, manage ticket queues, oversee call handling and spend roughly 40% of your time addressing tickets and answering calls during peak periods.
• You will handle technical escalations and coordinate with the broader technology teams to expand team knowledge base
• You will champion a ‘shift left’ strategy to improve first call resolutions
• Your main goal will be to ensure exceptional IT support by nurturing a high performing team and sustaining excellent customer service
• You will be instrumental in supporting the service desk manager, taking charge when necessary and fostering continuous improvement in how technical issues are resolved

What will you need to succeed?

Qualifications/ Experience:

• Ideally 1 year’s extensive experience as an IT Service Desk analyst preferable within several organisations or with a service provider.
• Strong technical foundation with excellent 0365, desktop, VPN Issues and application support skills
• Experience working with Financial Advisors or in a FCA regulated environment preferable
• Ability to lead, manage and train a busy service desk team.
• ITIL V3 or V4 knowledge desirable
• CompTIA A+ desirable
• Experience using Assyst beneficial.
• Good understanding of networks and strong experience supporting cloud technologies.

Knowledge:

• Demonstrated expertise in managing call queues and generating detailed reports.
• Proficient at troubleshooting advanced technical desktop and application issues.
• Comprehensive knowledge of Microsoft products.
• Experience with Dynamics is an asset.
• Skilled in Active Directory administration.
• Ability to coach and mentor others.

Skills and Competencies:

• Exceptional call queue management and reporting skills
• Adept at troubleshooting advanced desktop and application issues
• Experienced mentor and coach
• Strong analytical and problem-solving skills
• Remains calm and effective under pressure, excelling in multitasking
• Excellent written and verbal communication abilities, with a confident and professional phone manner

Why us?

We’re a dynamic, fast paced, and growing business with huge ambition. This is all made possible by the brilliant people who are part of The Openwork Partnership family. We’re investing heavily in our colleagues, continuously striving to give them the platform to develop personally and professionally and reach their full potential.

We’re also very proud of our culture, as one of the Best 100 Large Companies to work for in 2022. The Openwork Partnership values, and respects individuality and we are committed to building an inclusive culture and environment which truly recognises and celebrates our colleague’s individual differences and identities – just like our financial advice, for us, it’s personal. We believe everyone can make a difference and your race, religion, disability, and gender will never be a barrier. At Openwork, we have a strong ethic of care for each other where you can balance a successful career with your commitments and interests outside of work. We believe that you will bring your best self to work if you are trusted to choose when, where and how you do it.