Senior Service Desk Analyst

****INTERNAL POSITION ONLY ****

About the Role

Here’s a fantastic opportunity for you to develop your leadership skills within the Service Desk as a Senior Service Desk Analyst!

As a Senior Service Desk Analyst, you will support the team and assist the team management with our daily run, ensuring we meet our targets and commitments to the customer.  

You’ll work with a team of close knit, like-minded people, who rally each other through the rushes and support each other with more in-depth queries.

Responsibilities include:

• Supporting the team with our daily run
• Knowledge Management – ensuring our KAs are up to date and fit for purpose
• Quality Assurance – reviewing calls and tickets and providing coaching where applicable
• Driving customer satisfaction and handling escalations from the customer, and your teammates who need help!
• Coaching and development, including training new starters
• Developing (and maintaining) relationships with key stakeholders across Datacom, our Customer and our vendors.
• Supporting project initiatives

About you:

In our successful candidates, we are looking for:

• A problem solver – You aren’t afraid to voice suggestions to drive continuous improvement, whilst keeping customer experience close to heart
• Strong service orientation, with excellent communication and written skills
• The ability to work without supervision and provide guidance to others as required
• An understanding of ITIL service delivery methodology and service desk (or the willingness to learn more if you haven’t already!)

Requirements

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