Summary: The role of Senior Service Desk Analyst - 2nd Line involves providing technical leadership and support within a premium service desk environment. The analyst will manage incidents, communicate complex issues, and maintain technical knowledge specific to customer applications. This position requires proactive problem-solving and collaboration with stakeholders. The role is based in London and is a 6-month contract, classified as inside IR35.

Key Responsibilities:

• Proactively research problems and solutions, documenting findings for the benefit of customers and colleagues.
• Communicate effectively on complex issues to meet business and customer requirements.
• Manage incidents routed from First Level analysts and resolve within the limits of knowledge and contract.
• Maintain technical knowledge and expertise associated with applications specific to individual customers, including regular maintenance of Knowledge base articles.
• Act as a role model for colleagues by providing guidance around technical topics and ensuring the sharing of internal best practices.
• Progress/close incidents to a satisfactory conclusion on the incident management system.

Key Skills:

• Experience working as a Senior Service Desk Agent
• Win10 Experience
• MS365 Experience
• Financial Services Sector Experience

Salary (Rate): £24.66

City: London

Country: United Kingdom

Working Arrangements: on-site

IR35 Status: inside IR35

Seniority Level: Mid-Level

Industry: IT