1st Line Service Desk Analyst

As a key player within Service Delivery you will be involved in everything from support to maintenance and minor system changes of our systems which are a critical enabler of our customer operations and global trade.

You will ideally have some experience of working in a technical support helpdesk environment following ITIL based processes and an ability to work calmly and efficiently. You will work both independently and as part of a team ensuring required outputs for efficient and effective working are met whilst maintaining the required quality standards.

Key Responsibilities of a 1st Line Service Desk Analyst:

You will provide 1st line application and technical support for our software solutions. Covering both internal and external customers you will successfully investigate troubleshoot and resolve Service issues.

Act as the first point of contact for end-users delivering timely and professional support via phone email and customer portal.

Perform Incident triage analysis troubleshooting diagnosis and resolution of support requests and enquiries relating to application database and server infrastructure related technical issues working to strict SLAs.

Managing customer liaison pro-active feedback and responding to customer queries from ticket creation to resolution.

Where appropriate escalate to 2nd/3rd line Application Support team and members of the Service management team ensuring effective handover.

Identify recurring Incidents and link them to known Problems for further analysis and root cause investigation.

Collaborate closely with colleagues across internal and external support teams engaging with wider technical teams (software engineers functional/tooling specialists solution architects) as part of day-to-day work.

Act upon monitoring alerts and complete daily/weekly checks on customer and internal systems performing general preventative system maintenance.

Visit customer sites where necessary to support wider learning customer liaison plus creating and maintaining appropriate levels of documentation for the wider teams benefit.

Create and champion Knowledge for common issues and maintaining system and operational documentation.

Collaborate and support the training and development of your colleagues in the Service team.

You will report to the Service Desk Team leader and be required to work shift patterns between 06:00 to 22:00.

Qualifications :

As an 1st Line Service Desk Analyst you will have:

A passion for delivering customer service excellence.

Strong interpersonal skills and enthusiasm to collaborate closely with colleagues.

A proactive and focused approach: taking initiative and a getting things done with a positive can do attitude.

A continuous improvement mindset contributing ideas to help improve our processes and delivery to our customers.

The ability to work both independently and as part of a team delivering high quality outputs and driving operational and customer service excellence.

Analytical organizational and problem-solving skills with a detail-oriented approach.

Ability and willingness to self-learn / develop product knowledge and technical skills (given suitable professional training).

Strong written and oral communication skills.

The ability to empathise and support our customers who operate in busy stressful environments.

Be highly motivated with the self-discipline to manage multiple incidents and meet key SLAs and deadlines in a fast-paced environment.

Strong computing literacy skills.

Any of the following skills are advantageous but not essential as training will be given:

Application Maintenance/Support experience.

Good SQL / Database skills with corresponding experience.

Previous experience of working with ITSM platforms and within the ITIL framework.

Knowledge / experience of Linux and Windows operating systems.

Additional Information :

What we offer;

• Salary: negotiable depending on skills and experience
• Pension up to 6 % matched contribution
• Private Health Insurance - BUPA
• Cash Plan - BUPA
• Life assurance 3 x Salary
• Flexible/hybrid working culture
• Employee discount scheme with retailers

Remote Work :

No

Employment Type :

Full-time