Senior Service Desk Analyst

Senior/2^nd Line Support

Jelf is one of the UK's leading insurance brokers, employee benefits, healthcare and financial planning consultancies. The Group has 36 offices in 33 locations across England and Wales employing over 1,200 members of staff.

A multi-award winning business, Jelf works hand in hand with local, national and international clients.  Jelf has built its business on the ethos of placing the client at the heart of its business and providing the very best care and personal service, a core value that still remains true today.

We have a fantastic permanent opportunity for a 2^nd Line Support Engineer to join our Team based in our Leeds or Bradford office. The purpose of the role is to ensure that efficiency levels remain maintained. This is an ideal career development role for a motivated, adaptable professional who has a passion for IT.

Responsibilities:

Your main responsibility as the Senior Support/2^nd Line Support Engineer will be to support the IT facilities and BAU Support. Being the main contact for  escalated IT tickets, you will be taking ownership of issues and supporting queries through to ticket closure.

Below is a breakdown list:

·     Provide a 2nd line level of support for requests across the business

·     Excellent knowledge of TCP/IP Networking using HP, Cisco or similar

·     Possess either a current Microsoft certification or relevant experience

·     VMWare or Hyper-V, XenApp, email archiving systems  

·     IP Phones

·     Pro-actively identify improvements which can enhance the service offering

·     Analyse logged calls to identify common trends

·     To maintain the highest level of customer service

·     Ability to manage small projects from start-up to completion

·     To have a knowledge of working to ITIL Standards

Soft Skills:

·     Excellent Interpersonal and customer service skills

·     Good problem & analytical skills

·     Adaptability

·     Strong team ethic

·     Ability to think ahead and multitask

If the above sounds interesting to you believe it suits your past experience/skill set then please do not hesitate to apply for this role. If you have any questions then please feel free to contact Jake Garnett on either 0117 312 6759 or Jake.Garnett@sandersonplc.com