Senior Service Desk Analyst – CPT at Pro Talent

Position Overview

• The Senior Service Desk Analyst delivers first-line remote technical support and triage across diverse client environments.
• The role is responsible for resolving user incidents, fulfilling service requests, maintaining strict SLA compliance, and mentoring junior team members.

Key Responsibilities

• First-Line Support & Triage: Deliver remote support via phone, email, live chat, and portal; log, triage, and manage incidents and service requests within the ITSM system.
• Ticket & SLA Management: Resolve standard desktop, user account, connectivity, and software issues while meeting all contractual SLA targets.
• Escalations: Efficiently escalate complex or unresolvable tickets to Tier 2 and Tier 3 engineering teams.
• Team Leadership & Coverage: Mentor a sub-team of up to 8 analysts to improve technical knowledge and call handling; oversee daily 1st-line desk operations when the Support Manager is unavailable.
• Continuous Improvement: Create at least one technical guide or standard operating procedure weekly based on escalated incidents; recommend procedural and service improvements.

Technical Competencies & Scope

• User & Access Administration: Active Directory, password resets, and user lifecycle management.
• Productivity & Cloud Suites: Microsoft 365 / Office 365 user administration and basic cloud services.
• Workstation & OS Support: Hardware and software troubleshooting for PC/desktop environments.
• Infrastructure Fundamentals: Foundational understanding of networking, basic server troubleshooting, storage, connectivity, virtualization, and security solutions.

Requirements & Qualifications

• Experience: Minimum 3 years of hands-on experience in a fast-paced 1st-line IT support or helpdesk environment.

Education & Certifications:

• Formal qualification in Information Technology (A/AS Level, BTEC, HND, or equivalent), or
• Industry certifications: CompTIA A+ / Network+, or Microsoft MCP / MCSE.
• Desirable: ITIL Foundation certification; customer service certifications.
• Core Skills: Strong verbal and written communication, structured troubleshooting methodology, and the ability to prioritize tasks under pressure.

Key Performance Indicators (KPIs)

• Ticket Resolution: Target of 10 closed tickets per day.
• Ticket Maintenance: ≥ 90% of active tickets updated daily.
• Recall Rate: <1% reopened/recalled tickets.
• Customer Satisfaction: Minimum 4.85 / 5.0 (or equivalent CSAT metric).
• Knowledge Sharing: 1 technical or service standard guide produced per week.