Support Service Desk Analyst

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Support and assist with development of the Associate Service Desk Analysts. Work with the Service Desk Analysts to identify process improvements. Ensuring the service offered is to the highest standard and gives great customer service. Ensure that you lead by example, show empathy and understanding when dealing with ICT shy users whilst providing guidance in line with user's abilities.

Responsible for ensuring tickets are logged in a consistent manner which meets the standard minimum data set. Contribute to ensuring that you deliver to agreed SLAs. Providing technical advice and information to the Associate Service Desk Analysts. To contribute to producing and maintaining operational procedures.

Ensure that calls logged to the Service Desk are answered promptly, accurately and in line with agreed service standards and then pro-actively managed to a successful conclusion. This includes liaison with end users, other departments, and third parties. Ensuring that all methods of customer contact are monitored and responded to telephone calls, e-mails, self-service tickets etc. Management and Leadership Contribute to the implementation of the Group Digital Strategy, in line with Group, National priorities and initiatives, and leading digital techniques.

Deputise for the Service Desk Analyst as necessary and where appropriate. Technical Service Delivery Work with the Service Desk Analyst to identify trends in incidents to contribute to problem records. Be aware of all changes and when they are taking place. Ensure that routine maintenance and remedial work is appropriately scheduled and undertaken so that it does not adversely impact the availability of business-critical systems.

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• Entry level

• Contract

• Information Technology

• IT System Training and Support

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