Senior Service Desk Analyst - 6 week contract - remote

The Senior Service Desk Analyst, like the Service Desk Analyst, is there to achieve the resolution (both reactive and proactive) of problems throughout the information system life cycle, including classification, prioritisation and initiation of action, documentation of root causes and implementation of remedies to prevent future incidents. They also process and coordinate appropriate and timely responses to incident reports, including the channelling of requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping customers appraised of progress towards service restoration. In addition, the Senior Service Desk Analyst uses their knowledge and experience to resolve more complex issues when compared to that of the Service Desk Analyst.

Accountabilities:
Timely answering of support queries from multiple channels
Promptly escalating issues to the relevant party to ensure progression
Help junior colleagues use various sources to find potential solutions
Communicate relevant updates in daily stand ups' and as requested
Share knowledge with team members
Support the development of junior colleagues by modelling desirable behaviours

Responsibilities:
Systematically interpret user problems and identify solutions, interrogating data sources to expand knowledge considering contextually relevant information. Maintain awareness of all relevant Service Level Agreements Use experience to efficiently resolve incidents and proactively identify and investigate potential wider impact Provide consistent high-quality support to internal and external customers, taking ownership of user problems and proactively dealing with any issues preventing resolution. Deliver a high standard of customer service for all support queries Maintain accurate records of customer interactions, capturing sufficiently detailed information from customers. Undertake server patching in line with agreed processes. Update records of customer environments to reflect actions taken Respond in a timely manner to proactive monitoring alerts to meet contractual Service Level agreements

Carry out daily checks on customer environments, where required. Contribute to knowledge bases, writing/reviewing technical knowledge articles, where relevant Attend weekly meetings with customer technical staff, where required. Visit customer sites when required. Any other duties as and when required commensurate with organisational position

Essential Requirements
Strong analytical and problem-solving skills, with the ability to identify root causes in complex scenarios.
Locate and evaluate relevant information effectively and efficiently
Excellent communication skills via various channels.
Ability to clearly communicate technical information to a non-technical audience.
Ability to clearly communicate technical information with a technical audience.
Learn quickly and keep up to date with the latest technology advancements.
Work under own initiative, while demonstrating effective teamwork.
Demonstrate flexibility and adaptability to meet the needs of demanding workloads.
Deliver high quality work within the expected timescale to meet customer service level expectations.
Have a broad knowledge of server and desktop operating systems, networks and office systems, plus Microsoft cloud offerings.
Embrace a passion for IT and technology.
A proven focus and ability to deliver effective customer service, achieving high levels of customer satisfaction through professional attitudes and consideration towards the customer's own knowledge.
Willingness and ability to work during weekends and out-of-hours when necessary (additional compensation for these hours of working will apply in line with T&Cs).

Location: Remote
Duration: 6 weeks Starting ASAP

This role will require you to have or be willing to go through Security Clearance. As part of the onboarding process candidates will be asked to complete a Baseline Personnel Security Standard; details of the evidence required to apply may be found on the government website. If you are unable to meet this and any associated criteria, then your employment may be delayed, or rejected. Details of this will be discussed with you at interview.