IT Senior Service Desk Analyst

The Senior Service Desk Analyst is responsible for overseeing the daily operations of the Service Desk, ensuring exceptional customer service while addressing technical issues. This role involves advanced troubleshooting and problem resolution, including setting up shared drives, mapping network drives, installing and updating software, and performing network troubleshooting. The Senior Service Desk Analyst provides first, second, and third-level call center support, deploys applications using approved software distribution mechanisms, and retains ownership of requests and incidents, coordinating resolutions and communicating status updates to customers., * Utilise advanced technical skills to analyse and resolve technical issues and tasks, including but not limited to setting up shared drives, mapping network drives, installing and updating software, and network troubleshooting.

• Provide first, second, and third Level Call Center Support.
• Provide application deployment using company approved software distribution mechanisms.
• Retain ownership of requests and incidents until resolution communicating status to customers and coordinating resolution with relevant support teams.
• Provide support for account administration in times of need.
• Actively identify, assess, record, resolve, or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner.
• Provide incident and request management to end users on technology issues.
• Answer queries by telephone, service desk tickets and walk in customers.
• Other duties as assigned.

Do you have experience in Organizational skills?, * Minimum of five years work experience in Information Technology Service Desk environment.

• Familiar with IT Service Desk processes and Service Level Agreements (SLAs).
• Computer literate in Microsoft Office Suite.
• Strong analytical and problem-solving skills.
• Ability to work in a team-based environment and implement feedback.
• Excellent organizational skills with a proven ability to meet deadlines.
• Excellent verbal and written communication skills.
• Ability to function well in a fast-paced environment while remaining detail oriented and maintaining quality.
• Excellent interpersonal and customer service skills.

Sil-Mid is a specialist supplier of adhesives, sealants, lubricants, and other specialist products into a large customer base primarily working in Aerospace and Aviation. This requires an exceptionally high quality of service and attention to detail from our sales team. Our business serves over 5000 customers in 110 countries and lists over 9,000 products. GracoRoberts acquired Sil-Mid Limited to forge the largest aerospace-focused and specification-driven specialty chemicals distributor around the globe. GracoRoberts is the single largest and most technically focused specialty chemicals distributor to serve the North American aerospace market. GracoRoberts are a full-service supplier of complex engineered materials for aerospace OEM and MRO segments, composites, electronics, and other advanced manufacturing industry.