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.
Key Responsibilities
1. Own and resolve high priority incidents where outages impact business continuity or customer trading.
2. Perform data restoration as part of disaster recovery processes to restore business operations.
3. Provide out of hours on-call support for issues that cannot be addressed during trading hours, including overnight engineering work.
4. Collaborate with internal and 3rd party engineering teams as part of supporting the restoration of physical server faults.
5. Partner with 1st line teams to simplify complex fixes, restoring operations for customers faster and without escalation.
6. Identify opportunities for automation as part of a 'shift left' manner of working.
7. Create a trusting and highly positive rapport with all our customers, leaving them with a smile after every interaction.
8. Diagnose, document, and resolve a wide range of incidents reported by stores, corporate users, and lab staff.
9. Take a leading role in managing incidents through to completion with a high degree of ownership, quality, and consistency.
10. Ensure internal and external customers are informed of progress on outstanding issues and requests.
11. Be actively invol...