Senior Service Desk Analyst

Job Description

We are looking to recruit for a Senior Service Desk Analyst to be based at the Walker Building in Birmingham. The role requires you to be a point of technical advice for the Service Desk team, managing queries, prioritising calls and ensuring timely resolutions,whilst continually looking to improve service provision and efficiency. Working inside the Service Desk team, you’ll promote high standards, ensure operational requirements are met and collaborate with other teams to investigate problems and minimise servicedisruption. You will be working closely with the team manager on continuously improving the level of service provided. This is a fast-paced environment that requires a self-starter demeanour throughout.What youll do...Provide 1st, 2nd line user support and assistance to all members of the company, ensuring that all incidents and requests are dealt with within SLARespond to requests for IT assistance and service from end users, dealing with enquiries efficiently and effectively in a polite and courteous mannerLog and categorise customer interactions concisely and efficiently, while taking ownership and following these up to completionProvide guidance, direction and training to co-workersAct as an escalation point and technical lead for major outagesUse knowledge and experience to assess and analyse a situation and apply judgement to invoke the incident process, minimise impact and effectively resolve the incidentWhat youll need...3 years minimum experience in an SLA driven, ticketed Service Desk or 1st / 2nd Line roleA dynamic individual with a positive and determined demeanourExcellent customer service & communication skillsProactive and professional team playerExperience of building and maintaining excellent relationships with customersExperience of applying processes and proceduresIT troubleshooting skillsDelivering a consistent first-class service to customerExperience of working in a user support roleITIL Foundation V4 qualification (or working towards)Self-motivated with the ability to multi- task and prioritise workloadFlexible approach to work with the ability to adapt to changeWhat we offer in return for your hard work and commitment...Free Bus & Coach travel for yourselfComplimentary coach travel for a Nominated Person or complimentary bus travel for a Spouse or Partner50% discount for friends and family on full fares on our coach servicesLife AssuranceCompany pensionEmployee Assistance programmePrivate online GP serviceNational Express is proud to be a Disability Committed organisation. We therefore welcome applications from disabled candidates. Please let us know in your application if you have any accessibility needs.We reserve the right to close this advert early if we receive a high volume of applications before the advertised closed date.Things to Note... At National Express, we are really proud of our health and safety record and as a result, we operate a Drugs and Alcohol Policy which is applicable to all employees.As part of your initial assessment, we will complete Drug and Alcohol testing and you may be subject to random tests during your employment.