Job Advert
Are you an experienced IT professional with a passion for improving service delivery and driving positive change? Torus Group is
seeking a proactive and skilled Senior Service Desk Analyst to join our team in Liverpool.
In this senior role, you will play a pivotal part in supporting the service desk and wider IT team to enhance the services we
provide to the business. You will take the lead in identifying and analysing underlying problems, proposing effective solutions,
and driving continual service improvement by automating processes and creating user-friendly system guides, manuals, and updated
documentation.
As a key escalation point for the service desk, you will provide expert support, help resolve major incidents, and ensure tickets
are resolved within SLA and KPI targets. You will also act as a liaison with other teams across the business, including Apps,
Infrastructure, and PMO, to ensure consistent processes and seamless communication.
If you thrive in a dynamic environment and are ready to make a meaningful impact on IT service delivery, we’d love to hear from
you.
Responsibilities:
* Lead on problem and major incident management for the service desk and IT team
* Act as a liaison with Business Systems, Infrastructure, and wider teams, supporting with problem management, service
improvement and automation and handing down of routine activities to 1st line
* Analyse service desk tickets and identify trends and solutions to underlying issues effecting staff
* Create Knowledge base articles, process/user guides and deliver training for the Service Desk
* Provide high quality ICT services in line with SLAs to all customers within a culture of openness, participation, and
performance.
* Serve as a point of escalation for addressing more complex issues.
* Support with project handovers for new processes and procedures that impact on BAU IT service delivery
* Provide cover for the service desk team on an as and when needed basis.
* Ensure compliance with all I.T. policy statements and procedural manuals with special reference to data protection, system
security, backup procedures and disaster recovery are adhered to.
Skills & Experience:
* Degree level education or equivalent relevant IT Service Desk experience.
* Proven people management skills, working within Service Levels (SLAs) and Key Performance Indicators (KPIs).
* Experience in driving and maintaining ITIL service delivery and processes
* Track record of transforming processes to improve performance, based on intelligence led data and strong project management
skills.
* Evidence of operating collaboratively as one team to take collective responsibility for overall performance.
* Have knowledge of ICT security and auditing requirements. Also demonstrate responsibility when dealing with confidential or
sensitive data.
Interview Process:
* Candidates will undergo in-person interviews, consisting of a competency-based interview.
Additional Information:
Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed:
* Right to work verification
* Qualification certificate check
* 2x Completed references
* OH Health Questionnaire – Fit for Work
* DBS check (if required for role)
* Completion of all new starter documentation including signed T&C’s
Please note, we reserve the right to close this advert early if we receive a sufficient number of applications.