Our client seeks a Senior Helpdesk Analyst for a contract role within the technology sector. This position is vital for maintaining IT service continuity across the business and ensuring customer satisfaction.
If the following job requirements and experience match your skills, please ensure you apply promptly.
Key Responsibilities
Own and resolve high priority incidents where outages impact business continuity or customer trading.
Perform data restoration as part of disaster recovery processes to restore business operations.
Provide out of hours on-call support for issues that cannot be addressed during trading hours, including overnight engineering work.
Collaborate with internal and 3rd party engineering teams as part of supporting the restoration of physical server faults.
Partner with 1st line teams to simplify complex fixes, restoring operations for customers faster and without escalation.
Identify opportunities for automation as part of a 'shift left' manner of working.
Create a trusting and highly positive rapport with all our customers, leaving them with a smile after every interaction.
Diagnose, document, and resolve a wide range of incidents reported by stores, corporate users, and lab staff.
Take a leading role in managing incidents through to completion with a high degree of ownership, quality, and consistency.
Ensure internal and external customers are informed of progress on outstanding issues and requests.
Be actively involved in the development and improvement of the Technology Customer Service Desk.
Seek and drive opportunities to improve, innovate, and develop processes for the benefit of the team and our customers.
Work to a schedule, utilising workforce management tools.
General duties will include assigned outbound incident investigation, system alerts, proactive AM and PM tasks, Critical Incidents and Outages, and Customer Care support (complaints and escalations).
Skills and Experience
Demonstrable written and verbal communication skills, with the ability to communicate in non-technical, user-friendly language.
Basic understanding and application of SQL, Linux, PowerShell, BASH.
Good understanding of Azure, InTune, and Windows OS.
Enthusiastic attitude toward advancing your technical skills and knowledge.
Proven ability to analyse situations, problem solve, and prioritise.
Ability to learn and adapt to a rapidly changing environment.
Experience with the Specsavers systems, services, and support processes.
If you are a proactive and skilled IT Service Desk professional ready to take on a challenging role within a dynamic industry, apply now! ```
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