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Role: Senior Service Desk AnalystRate: £300 p/d Inside IR35Location: Wiltshire HQ - Hybrid Model (2 days p/w on site)Duration: 6 months
As our clients Senior Service Desk Analyst, you will be responsible for overseeing and resolving application-related issues, ensuring minimal disruption to our business operations. Your day-to-day will involve a mix of hands-on technical support and leadership responsibilities.
Experience Required:
- Proven experience as a Service Desk or Application Support Lead or similar positions.
- Strong experience in providing 1st, 2nd, and 3rd line application support.
- Excellent working knowledge of JIRA for ticket management and workflow.
- Solid troubleshooting skills with the ability to diagnose and resolve complex technical issues.
- Strong understanding of application architectures and underlying technologies.
- Excellent communication and interpersonal skills, with the ability to explain technical concepts to both technical and non-technical stakeholders
Key Responsibilities:
- Efficiently managing and prioritising incoming support tickets, ensuring timely resolution and clear communication with users.
- Providing comprehensive technical support across all tiers, troubleshooting complex application issues, and escalating where necessary.
- Utilising JIRA for ticket logging, tracking progress, managing workflows, and contributing to knowledge base documentation.
- Diagnosing and resolving application errors, performance issues, and user queries with a proactive and analytical approach.
- Working closely with development teams, infrastructure teams, and business stakeholders to identify root causes and implement effective solutions.
- Creating and maintaining clear and concise technical documentation, including troubleshooting guides and knowledge base articles.
