Senior Service Desk Analyst

Role: Senior Service Desk Analyst
Rate: £300 p/d Inside IR35
Location: 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.