A quick look at the role
The Service Desk Analyst provides 1st line support for all IT, telephony, network and application issues across the group. All incidents must be logged, managed and resolved within agreed SLAs and where necessary escalated to senior colleagues. You will have excellent communication skills, a passion for customer service and be a quick learner. This is an office based role and the Service Desk’s opening hours are 7am to 6pm, Monday to Friday so we operate a rota to cover those times.
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Your core responsibilities
1. Handle customer incident or request tickets in a professional manner
2. Answer calls and respond to emails from users regarding new and current tickets
3. Ensure all relevant/accurate information regarding issue is obtained at the point of logging the ticket
4. Ensure a timely resolution (preferably on first contact) or escalation of Incidents and requests with regular updates to end users until the point of resolution
5. Log tickets with the relevant third parties
6. Comply with current Service Desk standards, policies, and procedures
7. Establishes and develop relationship with other IT teams through frequent and constructive communication
8. Identify/implement process improvements
9. Update Knowledge Base articles as an when required
10. Assist with the training of new Service Desk staff
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Our essential requirements
11. Previous Service Desk experience
12. Proficient user of all Microsoft packages
13. Ability to manage own workload effectively and efficiently while keeping to strict deadlines
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Biffa – we’re changing the way people think about waste
At Biffa, we love working with waste. Whether we’re turning it into sustainable power, finding new ways to recycle it or simply keeping it off the streets, we believe every day is an opportunity to improve the lives of millions. It’s a view that’s shared by our 11,000+ people around the country, who trust us to provide them with a career that’s always rewarding, often challenging, but never dull.
We believe different ideas, perspective and backgrounds are key to developing a creative and effective working environment which is why you’ll find us championing diversity and equality at every turn.