IT Service Desk Analyst

Senior IT Service Desk Analyst

Ref: 161| Posted: 18th May 2023

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Terumo Aortic are looking for a Senior IT Service Desk Analyst to join our team during an exciting time of growth and expansion for the business. This is a fantastic opportunity for someone to join our IT team in a rewarding role with a company that offers career development amongst a host of excellent benefits.


Reporting to the IT Operations Manager, key duties will include;

  • Second and third line IT technical support

  • General support of users on the Windows network

  • Actively communicate with users through Terumo Aortic service desk system in order to keep them up-to-date on their support requests

  • Prioritising and/or escalation of tickets

  • Build, deploy, configure, troubleshoot, and fix computers for end users

  • Maintain end user hardware I software as required, including mobile/desktop phones, printers, barcode scanners, laptops, desktop PCs

  • Maintain inventory of end user hardware / software in Terumo Aortic asset management systems

  • Create and maintain documentation and SOP's for 1st line IT technical support processes

  • General network administration

  • Liaise with external technical support where problems cannot be resolved in house

  • Ad-hoc projects as and when required

  • Other IT technical support tasks resulting from IT Road Map


Qualifications and Experience

  • Experience of Service Desk/desktop support in a Windows environment

  • Windows Server, Active Directory Network Administration

  • Exchange Server, MS Office 365 services skills and experience

  • Microsoft Certification, SQL Server, Linux, Network troubleshooting (TCP/IP, LAN, WAN etc.), O365, Ivanti ITSM, firewalls/ VPN would be desirable

  • ERP experience would be an advantage, SAP in particular