Summary: The Senior Service Desk Analyst - 2nd line role involves providing technical leadership and support within a premium service desk environment. The analyst will manage incidents, collaborate with stakeholders, and ensure effective communication on complex issues. This position requires a proactive approach to problem-solving and documentation to enhance service delivery. 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: UK

Working Arrangements: on-site

IR35 Status: inside IR35

Seniority Level: Senior

Industry: IT