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Reference

PRI75305

Location

Priory Group IT Offices, 2 Monarch Court, The Brooms, Emersons Green, Bristol, BS16 7FH

Priory Group Division

Central Services

Vacancy Type

Permanent - Full Time

Salary

Competitive

Hours

37.5

Job Advert - Division Information

* Due to limits on sponsorship allocations, we are not currently in a position to offer sponsorship to new candidates for these roles, this remains under review *

We have an exciting opportunity for a Senior Helpdesk Analyst - Technical to join the team and support our growing business. Reporting to the IT Helpdesk Manager, the Senior Helpdesk Analyst - Technical will be responsible for delivering telephone and remote IT support to users across the business. Working as part of a team you will resolve incidents wherever possible at first point of contact and within agreed service levels.

The role is fast paced and exciting and involves a high level of multi-tasking.  You will be working as part of a team as well as dealing with stakeholders at all levels of the organisation.

Senior Helpdesk Analyst - Technical duties include but are not limited to:

  • Provide support and guidance to all members of the team where necessary; coaching and mentoring all staff to share best practice and improve pro-active resolution and customer relationship skills.
  • Answering, recording and responding to all incoming calls and emails to the Group IT Helpdesk.
  • Analysing and resolving incidents from all areas of the business within agreed service levels, ensuring 1st/2nd line resolution is achieved wherever possible.
  • Provide support for a range of Technical issues.
  • Taking full ownership of incidents, ensuring accurate and timely updates are provided to customers and maintained in the Group IT Helpdesk System.
  • Escalate high-priority incidents to the Helpdesk Team Leader - Technical and consult with the technical team to resolve incidents that are beyond the technical scope of the IT Helpdesk or require a site visit.
  • Deputise and assume the responsibilities for the Helpdesk Team Leader – Technical in their absence. 

Job Advert Location Description

What we would like from the Senior Helpdesk Analyst - Technical:

  • The successful applicant will have previous experience in an IT Helpdesk environment and be experienced in troubleshooting issues with Your role would entail working as part of the Technical Helpdesk supporting our existing technical estate.
  • A positive and helpful nature
  • Be able to work on multiple work streams simultaneously
  • Analytical and problem-solving abilities to include troubleshooting issues with PC hardware and peripherals. Requires knowledge of installing, configuring and supporting Microsoft Operating systems, Microsoft Office applications, administration of Active Directory, Network troubleshooting (TCP/IP, DHCP, and DNS), Backup/Restore knowledge, and use of Remote Access tool.

You will be capable of working independently and have experience of the following:

  • Experience of supervising a Support desk and/or Service delivery team
  • Track record of following best practice
  • Experience of working in a technical support environment
  • Answering, recording and responding to incoming calls and emails within a technical support environment
  • Analyzing and resolving incidents from all areas of the business within agreed service levels

In addition to these technical skills the successful candidate will have exceptional written and verbal communication skills; proven analytical and problem-solving abilities and ability to priorities and manage their own workload effectively.  

Job Advert Role Description

What we would like to give you: 

  • 25 days annual leave + Bank Holidays + Birthday Day off
  • Online discounts and cashback rewards
  • SMART pension
  • Technology scheme (qualifying period)
  • Cycle to work scheme (qualifying period)
  • Employee referral scheme
  • Career pathways programme

Please take the time to familiarise yourself with the full job description attached prior to making an application.

We reserve the right to close the vacancy ahead of the closing date if a successful applicant is appointed.

Division DBS info

Disclosure

We are an equal opportunities employer. 

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Job Description

Senior_Helpdesk_Analyst_Technical_Job_Description.pdf

Closing Date

27/03/2023

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