Frontline Consultancy & Business Services
Senior Service Desk Analyst
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Senior Service Desk Analyst
Permanent
Location: Handforth (Hybrid working - onsite 3 days a week)
Skills: Microsoft 365, Windows Server, Backup Technologies
Frontline Consultancy are looking to recruit a Senior Service Desk Analyst to support our Managed Services customers.
The Senior Service Desk Analyst delivers maintenance for a primary incident solution, request fulfillment, and reports to the centralized division of Service Desk.
You will be primarily dealing with escalated support queries across a wide range of technologies and Operational Resource Monitoring. The role will also include some project-based work.
You will have between 2-5 years' experience in either a 2nd or 3rd line service desk role, experience in working ticket queues, SLA, and focus on customer experience. You can speak confidently to both technical and business users and translate customer requirements into solutions. You are keen to learn new skills and products with a genuine passion for technology.
Principle Responsibilities:
- Monitor and maintain network and associated software, including responding to tickets.
- Work with other departments, contractors, and staff to ensure compliant Server and Network operations.
- Identify, categorize, and respond to Server and Network problems.
- Manage changes, upgrades, improvements, and integrations.
- Monitor Device Uptime and Report on this.
- Communicate with partners and vendors on behalf of the company.
- Recommend infrastructure upgrades for optimal performance to the management.
- Resolve technical issues remotely. Using customer knowledge, business processes, and knowledge base articles to resolve customer requests.
- Manage Service Documentation – Maintain comprehensive records of issues relating to both software and hardware in the Frontline ITSM Knowledge Base.
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Person Requirements:
- An ability to think critically about systems and to offer suggestions where appropriate.
- Highly analytical in problem-solving with the ability to apply original and innovative thinking.
- Must aspire to a culture of service excellence, with a proactive attitude to managing issues and keeping customers updated at all times.
- Excellent verbal and written skills in order to communicate effectively with customers, managers, and other colleagues.
- Be able to work under pressure and think clearly in challenging situations in a logical manner.
- To be flexible in approach and be comfortable with a fluid organizational structure that requires both teamwork and self-sufficiency as necessary, with the ability to work under minimal supervision.
- Excellent customer service skills and a professional telephone manner are essential in this customer-facing role.
- Excellent team player, develops, and maintains positive working relationships with others.
- Excellent time management skills.
- Knowledge and understanding of relevant industry standards.
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Required:
- Minimum of 5 years’ experience in IT.
- Minimum of 2 years’ experience at 2nd level IT Service Delivery.
- Experience with Windows 10 & 11.
- M365 (Inc Exchange, SharePoint, OneDrive, Teams).
- Windows Server.
- Microsoft Exchange.
- DHCP, DNS, LAN & WAN.
- VMware and Hyper V.
- Active directory (Entra), group policy, print & file server experience.
- Backup technologies (Inc Backup Exec, Datto, Azure, Veeam).
- Antivirus.
- Windows update technologies.
Desirable:
- ITIL foundation qualification.
- Microsoft certification or equivalent.
- Citrix.
- IT Managed Services Experience.
- Linux Operating System Experience.
- Network & VPN (Inc VLAN, Watchguard, Juniper, Cisco ASA, Cisco Meraki).
- SAN technologies.
- Multi WAN topology.
- Experienced with PowerShell.
- Azure Virtual machines, Active directory & V-Nets.
- VOIP Telephony Experience (Teams, Cisco, 8x8 etc).
- ITSM / Datto experience / RMM tools, patching, and scripting.
- Remote Desktop.
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