Only for Internal Applicants
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 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, Corrections 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!)
#LI-DNI