Senior Service Desk Analyst

  • Oakwell Way, Oakwell Park, Birstall, West Yorkshire, United Kingdom
  • Employees can work remotely
  • Full-time

Company Description

Job Title: Senior Service Desk Analyst
Role: Permanent, Full Time 
Location: Birstall
Salary: DOE

Our Service Desk Analysts teams are the face, and voice of our company so naturally we are looking for confident and passionate people who see customer service as a skill that can be executed and applied to great effect.  

If you can excel at delivering a positive attitude that shows professionalism and a ‘can-do’ approach then we will reward that determination with a fast-paced, working environment that can lead to amazing future career prospects in the innovative world of technology.  

If you’re reading this and think, this could be me, then we want to hear from you to see where the journey can take us. 

Job Description

What will you be doing? 

  • Assisting more junior team members on the desk and with on-going training.  

  • Documenting processes and procedure and keep them up to date for other team members    to use.  

  • Ensuring all Incidents and Service Requests are successfully and accurately identified, categorised, prioritised, diagnosed and managed, whilst delivering excellent and clear communication of incidents, Service Requests and Service updates. 

  • Liaising with and managing any 3rd party suppliers which may be involved in the resolution of an incident. 

  • Applying a high level of attention to detail in ticket updates supporting quality communication with correct grammar, spelling and recognition of the target audience (e.g., customer or internal stakeholder).  

  • Working towards individual and team-based objectives to achieve ongoing performance goals along with delivering against Service Level Agreements and Key Performance Indicators 

  • Contributing effectively to the establishment and maintenance of the departmental knowledge base 

Qualifications

What we need from you?  

  • Some experience of coaching and mentoring team members and subordinates.  

  • A background of 1st line Service Desk or Technical Support function.  

  • A professional and mature attitude that can represent our business to our corporate customers.  

  • A ‘can-do’ attitude, focused on ownership and delivering to a high standard. 

Additional Information

What’s in it for you?  

  • Monday – Friday role, you can enjoy weekends off!  

  • Weekly internal job newsletter sent directly to you, giving you lots of opportunities to progress your career in a wide range of areas in our business.  

  • Hybrid working, with opportunities to work from home as well as working in our office.  

  • Training from our very own #DaisyUniversity, with access to 1000 courses from day 1.  

  • 34 days holiday + the option to purchase more! 

  • Access to ‘The Exchange’ where you will have access to discounts and savings at more than 1000 retailers.  

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