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Senior Service Desk Analyst in Portsmouth at TalentSpa

Date Posted: 11/26/2018

Job Snapshot

Job Description

Senior Service Desk Analyst – Exchange/Office365/Domino

Location: Portsmouth

Salary: £27,000 - £32,000 10% shift allowance

About the Company:

Bell’s consulting practice has doubled due increased demand for our services from new and existing Customers across a number of sectors especially Financial Services & Telecoms. As a result, we are looking for a customer facing Project Manager to join our Consulting and Project Services (CAPS) team to support practice growth and customer delivery.

This position is within the Managed Services Service Desk team and will be responsible for supporting our external customers with their Microsoft Exchange and O365 environments (Notes/Domino environments.)

Senior Service Desk Analyst Responsibilities:


  • Responsible for actioning tickets from the Bell Service Desk
  • Participate in the rotational shift pattern
  • Responsible for assisting and advising the Service Desk members on technical issues and knowledge transfer.
  • Identify specific nature of infrastructure difficulties and provide specific and effective solutions to incidents raised. Provide where possible problem analysis, describing the issue in detail and possible outcomes.
  • Ability to visualise a problem or situation and think abstractly to solve it.
  • Assure regular and timely response based on customer’s SLAs to email and telephone assistance requests.
  • Demonstrate ability to identify and respond to situations that require a high sense of urgency.
  • Ability to recognize when escalation of issues is required and escalate in a timely fashion.
  • Use monitoring tools provided to ensure up-time, monitor system health and troubleshoot issues.
  • Build partnerships with users by regularly demonstrating expertise and professionalism.
  • Keep users informed of problem resolution timeline and action plans.
  • Independently assess and effectively respond to users' requests.
  • Follow through on commitments made to users.

Senior Service Desk Analyst Requirements:


  • Educated to degree level or equivalent work experience level
  • Certified for IBM Domino at associate level on the latest version where possible is desirable
  • Excellent communication skills both verbal and written
  • Must have experience working in a technical support role
  • Must have a minimum of 2 years supporting Microsoft technologies, Exchange, Outlook mail clients, O365 and associated applications. Domino/Lotus Notes experience (minimum of 8.x and above) is desirable – training will be provided
  • Office 365: Administration of user accounts and mailboxes.
  • Active Directory: Expert in administration of AD user accounts, computers and group membership.
  • Operating Systems: Advanced experience and knowledge of Windows 8.1/10 and Mac OS.
  • Strong experience of troubleshooting Office 2013/2016 products.
  • Some exposure to IBM Notes/Domino (client and server) is desirable
  • Hands-on experience configuring and troubleshooting customer requirements and support issues
  • Basic understanding of networks and intermediary skills in Windows OS (client/server).
  • Service awareness, preferably IT Infrastructure library (ITIL) certification
  • Experience with and knowledge of messaging platforms
  • Must have strong structured and analytical problem solving skills.
  • Ability to multi task, handle high workloads and high call volumes in a busy working environment
  • Proactive approach to problem solving and service improvement
  • Ability to cross train and pick up different technologies as required
  • Ability to liaise effectively with clients and other support teams

If you meet the Senior Service Desk Analyst requirements and feel the role would be a good fit, then please apply today!