A financial services company is looking to recruit a Senior Service Desk Analyst to join their IT department.
Key duties:
- Provide support advice via phone, email and face to face
- Where necessary carry out tasks to meet the requirements of all IT audits
- Develop, edit and maintain operating procedures and standards manuals
- Meet IT Service Management standards
- Serve as a consultant to the business in work measurement, system studies or cost/effectiveness analysis
- Assessment, planning and implementation (or optimization) of initiatives
- Develop and maintain the Standard Operation Procedure documentation
- Assist with the design of Service Desk Policies & procedures
- Have ownership of and provide enhancement recommendations to the Service Management ticketing system
- Conduct training sessions to implement new or improved systems and procedures
Position requirements:
- BS or BA level degree in computer science, business administration, operations engineering or related field is advantageous
- Minimum 3 years’ experience in a service desk environment
- Supervisory or team lead experience advantageous
- Ability to express complex technical concepts effectively, both verbally and in writing
- Good analytical and organizational skills
- Ability to work independently with limited supervision
- ITIL v3 foundation
- Good verbal & written English
