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Senior Service Desk Analyst - First Line Support

Job Title: Senior Service Desk Analyst - First Line Support
Contract Type: Temporary
Location: Manchester, Greater Manchester
Salary: £110 - £130 per day
Start Date: ASAP/ Immediate
Duration: 6 months
REF: SNRSDA232323_1534580652
Contact Name: Ellise Fleming
Contact Email:
Job Published: about 2 years ago

Job Description

Senior Service Desk Analyst - 1st Line Support

Our client, a major global organisation, has an excellent opportunity available for an enthusiastic, motivated and hardworking individual to join the IT Service Desk team on a temporary 6m contract basis. The office is based in Central Manchester.

We are looking for an experienced Senior Service Desk Analysts in a 1st line support role, with Quality Assessment and Coaching experience along with strong communication & customer service skills.

Applicants must be committed, reliable, flexible and willing to work morning, afternoon, evening or night shifts of 8 hours (plus 1 hour break) Monday - Sunday, on a rota basis. Overtime available.


  • Taking inbound calls in a busy, target driven call centre environment and dealing with first line technical queries
  • Providing a high level of customer service
  • Using the in-house call logging system (training will be provided)
  • Meeting customer service and call answering targets
  • Working as part of a team
  • Quality Assessment
  • Coaching team members


  • At least 3 years' experience in a customer facing, 1st line technical support role
  • Excellent communication skills
  • Excellent customer service skills
  • Experience using Remedy/ ServiceNow/ ticketing systems is desirable
  • Solid experience of:
    • Active Directory
    • Basic Networking
    • SCCM
    • Software
    • Citrix ZenApp
    • Virtual Desktop
  • Ability to pick up new computer systems
  • Demonstrable interest in technology
  • Flexible and willing to work shifts as required, which may include early mornings, afternoons, evenings, nights, weekends and public holidays on a rota basis
  • Motivated, enthusiastic and reliable
  • Quality Assessment and Coaching experience
  • Easy commute to office in Manchester