Senior Service Desk Analyst - Welwyn Garden City

Teaching Personnel, the UK's largest education recruitment company, is seeking a Senior Service Desk Analyst to provide the highest standards of customer service to users across our group companies. The successful applicant will actively contribute to the achievement of Service Level Agreements whilst dealing with a broad range of internal facing application services. Based at our Head Office in Welwyn Garden City with some travel to other sites, this role will suit an experienced service desk analyst (minimum 2 years) with Team Leader aspirations.

The role specifically entails:

• Providing first and second level technical and application support using experience, fault diagnosis, and knowledge articles to provide the necessary advice and guidance to provide solutions.
• Receiving and recording calls, resolving incidents or service requests where possible, and assigning to appropriate support team members for further investigation, if required, whilst keeping users appraised of progress.
• Dealing effectively with call escalations, in an efficient and professional manner.
• Supporting the use of company wide applications such as Microsoft Exchange Online, Office 365, RDB Pronet, and other products from the Access Group.
• Writing process documentation, and updating existing articles.

In order to be considered for this role we are looking for a graduate with excellent communication skills over the phone, in writing and face to face; with 2 years experience of first line telephone and remote support. They will need to show a sound understanding of call management and ownership, with the confidence to adequately escalate issues, with proven understanding of Microsoft SQL scripts and a high level of knowledge of Microsoft Office products.

In return Teaching Personnel can offer a fantastic platform for being considered for a variety of future IT roles along with:

• Generous holiday entitlement which increases with service
• Contributory stakeholder pension
• Daily coaching, mentoring and support
• A positive working environment
• Life assurance
• Reduced gym membership
• Access to an online discount shopping portal

Please apply with an up to date cv and covering letter.