Senior Helpdesk Analyst

Our client seeks a Senior Helpdesk Analyst for a contract role within the technology sector. This position is vital for maintaining IT service continuity across the business and ensuring customer satisfaction.

• Own and resolve high priority incidents where outages impact business continuity or customer trading.
• Perform data restoration as part of disaster recovery processes to restore business operations.
• Provide out of hours on-call support for issues that cannot be addressed during trading hours, including overnight engineering work.
• Collaborate with internal and 3rd party engineering teams as part of supporting the restoration of physical server faults.
• Partner with 1st line teams to simplify complex fixes, restoring operations for customers faster and without escalation.
• Identify opportunities for automation as part of a 'shift left' manner of working.
• Create a trusting and highly positive rapport with all our customers, leaving them with a smile after every interaction.
• Diagnose, document, and resolve a wide range of incidents reported by stores, corporate users, and lab staff.
• Take a leading role in managing incidents through to completion with a high degree of ownership, quality, and consistency.
• Ensure internal and external customers are informed of progress on outstanding issues and requests.
• Be actively involved in the development and improvement of the Technology Customer Service Desk.
• Seek and drive opportunities to improve, innovate, and develop processes for the benefit of the team and our customers.
• Work to a schedule, utilising workforce management tools.
• General duties will include assigned outbound incident investigation, system alerts, proactive AM and PM tasks, Critical Incidents and Outages, and Customer Care support (complaints and escalations).

• Demonstrable written and verbal communication skills, with the ability to communicate in non-technical, user-friendly language.
• Basic understanding and application of SQL, Linux, PowerShell, BASH.
• Good understanding of Azure, InTune, and Windows OS.
• Enthusiastic attitude toward advancing your technical skills and knowledge.
• Proven ability to analyse situations, problem solve, and prioritise.
• Ability to learn and adapt to a rapidly changing environment.
• Experience with the Specsavers systems, services, and support processes.

If you are a proactive and skilled IT Service Desk professional ready to take on a challenging role within a dynamic industry, apply now! ```