At Frontline Consultancy, we pride ourselves on our customer service and our service desk are at the heart of it. That’s why we invest in our people and provide ongoing training and support to achieve certifications and progression within the business.
The Senior Service Desk Analyst will deal primarily with escalated support queries across a wide range of technologies and monitor operational resources. The role will also include some project based work so there is lots of variety and opportunities to learn and grow with the business.
The successful candidate will have 2-5 years’ experience in either a 2nd or 3rd line service desk role and experience of working ticket queues, SLAs and have a strong focus on the customer experience. You will be a confident communicator with both technical and business users and be able to translate customer requirements into solutions. You will be keen to learn new skills and products with a genuine passion for technology.
The working environment for this role is hybrid, working remotely from home and in the office at Handforth in line with our Hybrid & Homeworking Policy.
Working hours are 37.5 hours per week on a weekly shift rotation to cover key support hours 08:00 - 18:00, Monday to Friday.

PERSON REQUIREMENTS:

• An ability to think critically about systems and to offer suggestions where appropriate
• Highly analytical in problem solving with the ability to apply original and innovative thinking
• Must aspire to a culture of service excellence, with a proactive attitude to managing issues and keeping customers updated at all times.
• Excellent verbal and written skills in order to communicate effectively with customers, managers and other colleagues.
• Be able to work under pressure and think clearly in challenging situations in a logical manner.
• To be flexible in approach and be comfortable with a fluid organisational structure that requires both teamwork and self-sufficiency as necessary, with the ability to work under minimal supervision.
• Excellent customer service skills and a professional telephone manner are essential in this customer facing role.
• Excellent team player, develops and maintains positive working relationships with others.
• Excellent time management skills.
• Knowledge and understanding of relevant industry standards.

EXPERIENCE AND CERTIFICATION REQUIREMENTS:

Required:

• Minimum of 5 years’ experience in IT
• Minimum of 2 years’ experience at 2ndlevel IT Service Delivery
• Experience with Windows 7,10 & 11
• Windows Server
• Microsoft Exchange

• Be an effective escalation point to Service Desk Analysts, providing troubleshooting advice and knowledge
• Monitor and maintain network and associated software, including responding to tickets.
• Work with other departments, contractors and staff to ensure compliant Server and Network operations.
• Identify, categorize and respond to Server and Network problems.
• Manage changes, upgrades, improvements and integrations.
• Monitor Device Uptime and Report on this.
• Communicate with partners and vendors on behalf of the company
• Recommend infrastructure upgrades for optimal performance to the management
• Resolve technical issues remotely. Using customer knowledge, business processes and knowledge base articles to resolve customer requests.
• Manage Service Documentation – Maintain comprehensive records of issues relating to both software and hardware in the Frontline ITSM Knowledge Base.