Our client is seeking a skilled and customer-focused Senior Service Desk Analyst to join their dynamic technical support team. This role is integral in providing frontline IT support, ensuring smooth resolution of technical issues, and delivering a seamless experience for end users. You'll collaborate with Level 1 Service Desk Analysts and End User Engineers, assisting with a range of tasks from resolving password resets and email sync issues to managing user onboarding and offboarding processes.
This is a Hybrid role and will require a minimum of 3 days p/w on site in Belfast.
Benefits
* Salary up to £50,000
* Unlimited Holidays
* Host of other incentives
Key Responsibilities
* Provide timely, professional, and courteous IT support via web portal, email, and phone.
* Handle user access requests, including SharePoint permissions, email and calendar access, and conditional access policies.
* Maintain a strong commitment to service excellence, ensuring at least 85% of requests are resolved within agreed service levels.
* Escalate complex technical issues to the appropriate engineering support teams when necessary.
* Take ownership of support cases from initiation to resolution, ensuring client satisfaction.
* Identify opportunities to automate repetitive tasks and improve efficiency.
* Document troubleshooting solutions, best practices, and client environment details for future reference.
* Conduct root cause analysis on recurring technical issues to prevent future incidents.
* Contribute to IT projects and initiatives as required.
What You'll Need
* A passion for delivering outstanding IT support and client service.
* Excellent verbal and written communication skills, with the ability to explain technical issues clearly.
* A confident and approachable demeanor when assisting users over the phone and in person.
* Minimum 5+ years of hands-on experience in IT support, covering:
o Microsoft Windows & macOS
o Mobile Device Management
o M365 / O365 & Microsoft Entra ID
o VPN configurations
* Strong problem-solving skills, with the ability to diagnose and resolve technical issues related to hardware, software, and network connectivity.
* Familiarity with IT ticketing systems and remote support tools.
* Adaptability and flexibility in a fast-paced environment with evolving technology and business needs.
* A collaborative, team-oriented mindset with the ability to remain calm under pressure.
* Confidence to share insights, suggest process improvements, and contribute to a culture of continuous learning.
* ITIL best practice knowledge is a plus.
* Willingness to provide off-hours support, including weekends and holidays, if required.
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