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Senior Service Desk Analyst

  • Salary: £21500 - £22500 per annum + + £2K allowance + 20% uplift
  • Job type: Permanent
  • Location: Portsmouth, Hampshire
  • Sector: Infrastructure & Support
  • Date posted: 09/11/2017
  • Job reference: J376992A

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Senior Service Desk Analyst

£21,500 - £22,500 basic + £2,000 allowance + 20% uplift for shift work

FTSE 100 organisation



Shifts are 7 till 7, 4 on, 4 off, days and nights.

I am recruiting a Senior Service Desk Analyst to work within a FTSE 100 multinational organisation and market leader across a number of key engineering industries.

The successful Senior Service Desk Analyst will have excellent communication skills to provide first line IT support in a fast-paced environment across a range of UK based and international customers. With your vast service desk experience you will diagnose and rectify technical problems or follow agreed process to manage the customer's expectation. In addition, you will also support and supervise a small team of Service Desk Analysts including motivating them to meet targets and productivity goals.

Main purpose of role:

  • To answer calls received to the Service Desk, logging all calls to agreed standards.
  • To supervise and motivate a small team of Analysts to meet targets and productivity goals.
  • To act as initial escalation point for other Analyst's technical and process issues.
  • To utilise active listening techniques to understand and interpret customer requirements when logging calls, prioritising them against agreed SLAs.
  • To utilise problem analysis techniques to diagnose and rectify technical problems and queries following first line fix criteria, and where possible resolve at first call.
  • Escalate as appropriate to ensure a prompt restoration of service arranging for the relevant 2nd and 3rd line specialists to address and resolve incidents.
  • Carry out regular ticket quality checks including correct use of OP Cat codes.
  • To assist with mailbox processing when required, logging customer issues/requests and replying to any queries.

Ideal requirements:

  • Vast Service/Help Desk experience.
  • Customer Service experience.
  • Ability to apply technical fixes, using agreed IT toolsets.
  • Ability to prioritise and manage own workloads against set SLAs.
  • Comfortable working across a multi-disciplined environment.

This is an exciting opportunity to develop your career within a large FTSE 100 organisation. If you are motivated and looking to progress please apply online or contact Gemma Rogan on 0117 9309 739 or email

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