The job description provides a comprehensive overview of the Senior Service Desk Analyst role, including responsibilities, qualifications, skills, and benefits. However, its formatting can be improved for better readability and engagement by properly utilizing HTML tags and removing redundant or irrelevant content. Here is a refined version:
Job Description
Purpose of the role
The Senior Service Desk Analyst plays an integral role in enhancing the performance and productivity of Analysts, supporting team management and leadership. This role involves leveraging operational knowledge to improve team skills, maintain quality standards, and enhance customer experience. The analyst handles complex IT tickets, manages escalations, and acts as a progression pathway for those seeking technical or managerial growth.
As representatives of the service, we are the first point of contact with customers, partners, and suppliers, embodying our commitment to exceptional service, ambition, and continuous improvement.
What you will be doing
1. Supporting workload coordination and allocation to optimize incident management and request fulfillment.
2. Managing complex tickets using technical skills and sharing knowledge through training and mentoring.
3. Coaching and developing analysts to ensure consistent, exceptional customer service.
4. Providing training, conducting quality reviews, and identifying focus areas.
5. Supporting team leaders and managers to achieve objectives aligned with company values.
6. Creating and maintaining clear, effective processes.
7. Expanding knowledge to resolve tickets efficiently and escalate appropriately.
8. Ensuring incidents and requests are accurately categorized, prioritized, and resolved with excellent communication.
9. Working to and exceeding SLAs and KPIs.
10. Maintaining detailed and accurate information on tickets and tasks.
11. Collaborating with third-party vendors and suppliers to drive resolution.
12. Supporting first-time fix initiatives and data quality improvements.
13. Contributing to the departmental knowledge base.
14. Performing any other duties relevant to the role.
Qualifications
Required experience
* Proven experience in a Service Desk environment with a record of personal development.
* Experience meeting SLAs and targets.
* Knowledge of ITIL processes for Incident & Problem Management.
* Experience in coaching and mentoring team members.
Skills needed to excel
* Problem-solving skills with a broad perspective.
* Excellent communication skills, both written and verbal.
* Strong planning and time management.
* Ability to explain technical issues simply.
* Proficiency with IT Service Management tools.
* Ability to work under pressure and adapt to change.
* Analytical and root cause analysis skills.
* Quick understanding of client needs and industries.
Other qualifications
* Customer service accreditation (desirable).
Additional Information
We offer an exceptional environment with benefits including generous annual leave, private medical coverage, health plans, and wellbeing programs. Our hybrid working model provides flexibility, starting with 25 days of annual leave, increasing to 28, and various health and wellbeing initiatives to support your success.
#J-18808-Ljbffr