Senior Service Desk Analyst

Location: Solihull
Job Type: Permanent
Discipline: Infrastructure and Support
Reference: IAT30416
Salary: £28000 - £30000 per annum, Benefits: Excellent
Senior Service Desk Analyst ITIL Jira

One of Birmingham's fastest growing tech companies have a key role that they are looking to fill asap. Due to a number of client wins they are looking for a Snr Service Desk person who will take full ownership of any clients day to day issues and problems

The role
You will be providing technical support to clients. You will work within the Operations team support for clients and will also work other teams across the company in supporting and delivering our Service Delivery Life Cycle to clients.

* Mentor analysts, conduct monthly and quarterly reviews
* Work on a variety of system and business-related problems, changes and maintenance, working in a close-knit team.
* Gathering data to identify and fix a variety of system/business related problems.
* Producing documentation according to business requirements and storing information in accordance with company policy and standards.
* Ensuring testing is carried out to make sure that hardware and software changes are useable by clients.
* Analysing data regularly to establish trends and root causes.
* Identify the areas impacted by systems change.
* Provide 1st & 2nd line support to clients both internally and externally

The ideal person will

* Solid experience of working in a Service Operations / Software Support environment
* Strong time management and organisational skills
* Experience of working in an ITIL would be beneficial
* Experience of working with ticket management systems, such as Jira
* Experience of developing and working with SLAs in a diverse environment with multiple stakeholders
* Ability to analyse and simplify complex problems and to be able to communicate this to others at all levels
* Experience of documenting process and procedures under document management systems
* Experience of the full project lifecycle

You will also
* Be able to work within a team in a fast paced environment
* Demonstrates a willingness to take ownership and see things through to resolution.
* The ability to understand and draw conclusions from data and client feedback
* Make decisions and using judgement.
* Able to overcome obstacles
* Identify ways of improving service provided to clients, and reduce the demands on the Support Team
* Excellent Customer Service Skills
* Excellent Communication Skills
* Problem Solving Skills
* Gathering Information
* Team Working

In return you will be offered an excellent career working in a fast moving fun team

When submitting your application to Colossus Associates, please ensure you have your correct phone number and email address so we can contact you asap regarding your application. For confidentiality purposes, please remove any reference contact phone number's and email address details from your CV.