Job DescriptionJob title Senior Service Desk AnalystTeam ITBand PermanentReporting to IT ManagerManagement responsibility NoneLocation London/SheffieldPurpose of the jobThe person appointed will be part of the IT Team and will lead the provision of first and second line technical support to internal staff (including those operating remotely) covering technical and troubleshooting assistance related to computer hardware and software, mobile devices and other technology tools and products. They will take a leadership role within the service desk being accountable for the pro-active continuous improvement of operational processes and practices, as well as providing operational support as a member of the service deskThe successful candidate will be a strong leader and mentor as well as a great communicator able to translate their technical knowledge into actionable direction. They will require an aptitude for using data to optimise operational processes as well as working with applications/systems to undertake analysis, diagnosis and resolution of problems, which may range from straightforward to more complicated technical issues.

Main duties Manage the internal IT helpdesk by co-ordinating the rota for service support hours as well as responding to and resolving

user and system issues. Produce weekly and monthly service desk reports with trend analysis. Analyse service desk data to identify and implement improvements to internal service desk operational processes, as well as

looking to reduce call demand by user education or recommending system fixes. Take ownership of critical service and senior stakeholder issues, including user communications as appropriate. Act as a local escalation and approval point. Provide support Co-ordinate the demand for project and testing support to the systems that IT deploys to the business. Work closely with the IT Manager and assist with recommendations for the improvement of the IT systems and

infrastructure. Assist the IT Manager in managing the relationship with all the Company’s IT suppliers to ensure stable and reliable service

is delivered for the Company. Support the IT Manager during any disaster recovery to ensure a smooth transition in the event of invocation. Maintain and manage the company’s IT software and hardware assets, including license management.

Act as a point of contact for phone calls and emails from staff regarding IT issues and queries and log all calls in the Service Desk ticketing system.

As part of the team working on a rota basis, cover the hours of 07:30 to 17:00 (Sheffield) and 08:00 to 19:00 (London) during the working week, in line with Bank policy of 37.5 hours per week. This will involve an element of shift work, so some flexibility in working hours is required. There will also be a small amount of travel between the London and Sheffield offices.

Provide 1st and 2nd line support and administration including troubleshooting of IT related problems from software to hardware, such as mobile phones, laptops, PCs, printers, basic network issues and all IT Managed applications.

Escalate unresolved calls to the 2nd/3rd line support teams in line with agreed processes, including liaising with external partner organisations where appropriate.

Maintain a high degree of customer service, including taking ownership of user problems and following up the status of problems on behalf of the user plus communicating progress in a timely manner.

Assist the IT Manager and the internal Change team by providing project and testing support to the systems that IT deploys to the business.

Ensure that all systems adhere to organisational standards and are kept up to date with the latest updates and upgrades. Manage the IT-related processes as part of the Employee Induction process. Develop and publish support documentation to assist staff with requests for information & provide staff training if required. Build and maintain effective and productive working relationships with colleagues, key stakeholders, our third-party partners

and suppliers, support the company’s mission and business objectives.

Knowledge and experienceThis is an exciting and varied role where no two days are the same. You should have a passion for IT and a willingness to learn and support company growth.This role is a senior service desk position. Whilst company-specific training will be provided, it is essential that the successful candidate have a deep working understanding of IT support and systems administration. The successful candidate will be expected to hit the ground running in a fast-paced environment with a growing workload, including taking ownership of operational service improvement. Significant experience working in a 1st line technical support role, with previous leadership responsibilities. Experience of using data to understand operational performance, as well as recommend/implement changes to deliver

service improvements.

Self-motivated achiever who gains satisfaction from providing excellent customer service. Excellent written and verbal communication skills as well as telephone manner, used to dealing with senior internal

stakeholders and external partners. Must be able to communicate well at a technical and user level. Advanced knowledge and troubleshooting experience of TCP/IP networks and Microsoft based operating systems, enterprise

applications (e.g. Exchange, Skype for Business) and desktop applications (e.g. Word, Excel, Access, Visio) – ideally in both an on-premise and cloud environment.

Deep experience of provisioning desktop/laptop/mobile hardware/software plus advanced user & security group Active Directory administration as well as security apps and VPN. Previous experience of hosted desktop and Office 365 environment is required.

Working knowledge in any of Wordpress, Tableau, MySQL, ZenDesk Salesforce, would be highly beneficial. Ability to work under pressure & deliver to tight deadlines, whilst retaining excellent attention to detail. Education qualification in IT or related field is beneficial. Ability to learn new skills quickly with a keen interest in IT and

technology is a pre-requisite. Excellent organisational skills with the ability to prioritise work. Prior experience in leadership roles supporting small and medium-sized businesses preferred with the ability to work

effectively as a team player, including experience of mentoring and supporting the development of more junior colleagues. Deep experience of using and configuring Software Development Lifecycle and Ticket Management tools (such as Jira, VSTS,

ZenDesk etc.).

Internal and external stakeholders

All internal staff

Budgets / fund size / scope of investments

N/A

Management responsibility if appropriateThe role will report to the IT Manager

Key competencies/behavioursLeadership;Detail oriented;Excellent communicator;Ability to deliver against customer commitments;Collaborative;Ability to prioritise effectively;Ability to assess process effectiveness and implement improvements where appropriate;Self-learner;Proactive;

QualificationsDesirable: ITIL or MCP qualification

Is this a regulated role? No