Senior Service Desk /Desktop Support Analyst

Sword is a leading provider of business technology solutions within the Energy, Public and Finance Sectors, driving real transformation change within our clients.  We use proven technology, specialist teams and domain expertise to build solid technical foundations across platforms, data and business applications.  We have a passion for using technology to solve business problems, working in partnership with our clients to help in achieving their goals

If you are an experienced Service Desk Analyst with some Desktop experience and you are looking to take the next step in your career with an established and growing company, we’re delighted to share a newly created opportunity to join the Sword team in the role of Senior Service Desk/Desktop Support Analyst.

Here’s what your new role will look like:

• You will provide a coordinated, consistent and effective 1st Line IT technical support in a mixed Windows/Exchange environment to end users, resolving problems and issues in-line with documented procedures,
• You will be responding to requests for IT assistance and service from end users, dealing with enquiries efficiently in a polite and courteous manner,
• You will be logging and categorising customer interactions concisely and efficiently, while taking ownership and following these up to completion.

Requirements

Here are the key skills and experience relevant to this role:

• Experience in an SLA driven, ticketed Service Desk or 1st / 2nd Line role
• Excellent communication skills
• Experience of applying processes and procedures
• Experience of building and maintaining excellent relationships with customers
• IT troubleshooting skills
• Delivering a consistent first-class service to customer
• Experience of working in a user support role
• ITIL Foundation V4 qualification (or working towards)
• Excellent customer service skills.
• Strong personal organizational skills.
• Self-motivated with the ability to multi- task and
• prioritize workload.
• Excellent communication skills at all levels.
• Flexible approach to work with the ability to adapt to change.

Benefits

Our people are supported and encouraged to develop their career with Sword through their own personal learning and development plan, alongside a competitive salary, pension, private health, wellbeing and insurance schemes, a flexible approach to working, and employee assistance programme.

Sword is committed to maintaining a diverse environment and is proud to be an equal opportunities employer.  All applicants receive equal consideration for employment regardless of age, disability, gender identity or reassignment, marital or civil partner status, pregnancy or maternity status, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation.

If we can do anything to help make the hiring process more accessible, please let our talent acquisition team know when you apply so we can support any adjustments.