Senior Service Desk Analyst

Our client is seeking a skilled and customer-focused Senior Service Desk Analyst to join their dynamic technical support team. This role is integral in providing frontline IT support, ensuring smooth resolution of technical issues, and delivering a seamless experience for end users. You’ll collaborate with Level 1 Service Desk Analysts and End User Engineers, assisting with a range of tasks from resolving password resets and email sync issues to managing user onboarding and offboarding processes.

This is a Hybrid role and will require a minimum of 3 days p/w on site in Belfast*

Benefits

• Salary up to £50,000

• Unlimited Holidays

• Host of other incentives

Key Responsibilities

• Provide timely, professional, and courteous IT support via web portal, email, and phone.

• Handle user access requests, including SharePoint permissions, email and calendar access, and conditional access policies.

• Maintain a strong commitment to service excellence, ensuring at least 85% of requests are resolved within agreed service levels.

• Escalate complex technical issues to the appropriate engineering support teams when necessary.

• Take ownership of support cases from initiation to resolution, ensuring client satisfaction.

• Identify opportunities to automate repetitive tasks and improve efficiency.

• Document troubleshooting solutions, best practices, and client environment details for future reference.

• Conduct root cause analysis on recurring technical issues to prevent future incidents.

• Contribute to IT projects and initiatives as required.

What You'll Need

• A passion for delivering outstanding IT support and client service.

• Excellent verbal and written communication skills, with the ability to explain technical issues clearly.

• A confident and approachable demeanor when assisting users over the phone and in person.

• Minimum 5+ years of hands-on experience in IT support, covering:

  • Microsoft Windows & macOS

  • Mobile Device Management

  • M365 / O365 & Microsoft Entra ID

  • VPN configurations

• Strong problem-solving skills, with the ability to diagnose and resolve technical issues related to hardware, software, and network connectivity.

• Familiarity with IT ticketing systems and remote support tools.

• Adaptability and flexibility in a fast-paced environment with evolving technology and business needs.

• A collaborative, team-oriented mindset with the ability to remain calm under pressure.

• Confidence to share insights, suggest process improvements, and contribute to a culture of continuous learning.

• ITIL best practice knowledge is a plus.

• Willingness to provide off-hours support, including weekends and holidays, if required.

For further information on this vacancy, or any other IT job in Belfast or wider NI, please apply via the link below or contact Sean Doherty in the strictest confidence.

"I very much enjoyed my experience with VANRATH. Sean Doherty was great to work with, very friendly and efficient, he streamlined everything for me so I had the least amount of stress as I went in for interviews. Looking forward to starting in my new role, thanks Sean!"

"My experience with Vanrath has been very pleasant, huge thank you to Sean Doherty, a master of his craft. Throughout the recruitment process, Sean has been very reliable and proactive and a great representative of the company. 10/10 would recommend this professional service."

"I've worked with a lot of recruitment consultants both as an employer and as a client and I can highly recommend Sean. He helped me secure my last move and I found him to be excellent in following up any questions I had as well as keeping me in the loop on progress. He was even willing to help out on his days off!"