Senior Service Desk Analyst

Excellent verbal and written communication skills

Experience of supporting email and applications

The ability to investigate and troubleshoot issues

Experience of writing procedural and / or support documentation

An active / empathic listener

Excellent organisational skills with the ability to multi-task

Ability to manage own time effectively and to be prompt and punctual

Experience of working effectively within a team and collaborating with others to achieve a goal

Demonstrable ability to think around issues and look at the wider picture in order to provide solutions through a variety of problem-solving techniques

Drive, self-motivation and ability to work under own initiative

Knowledge and understanding of best practice framework (such as ITIL, ISO20k) for the delivery of IT services

Sound knowledge and experience of supporting range of IT applications, platforms and technologies

Ability to clearly and accurately communicate processes and procedures verbally and in writing

Ability to produce management information reports

Experience of working accurately and confidently with service desk tools and technology, such as ITSM, remote access, knowledge resources

Experience of developing professional and effective working relationships with customers and key stakeholders

Experience of delivering a high level of customer service