Primary Service Desk Analyst (Shift)

An exciting position for a Primary Service Desk Analyst operating within the Service Delivery team has just become available. If you're a customer-focused individual looking for a new challenge, then we'd love to hear from you!

Job Purpose:

To work within an ITIL best practice framework to provide first point of contact technical application support for our customers, who use our Warehouse & Port Applications. Working as part of a shift team (Sunday 10pm – Friday 10pm). Based at our Leicester office.

The ideal candidate must be able to demonstrate previous experience in a similar technical IT support role, excellent problem-solving skills and have a customer-focused mentality.

Please review the Job Description below and if you feel you meet our criteria, please send your CV along with a covering letter outlining why your experience makes you a good fit for this role. Please include salary expectation in your covering letter.

Key Responsibilities

Reactive Support

• Troubleshooting, diagnosing and resolving (based on knowledge) application & database related technical issues within a SQL, Web & Server environment
• Call triage
• Being first point of contact via phone, email and customer portal. Managing customer liaison, pro-active feedback and customer queries from ticket creation to resolution
• Log calls in the Service Desk call logging system

Escalation and Ticket resolution

• Call follow through with 2nd Line Analysts, Development Leads and 3rd parties where necessary
• Flagging common issues for problem investigation and resolution
• Linking recurring Incidents to open Problems
• Customer feedback and ticket resolution

Housekeeping and Analysis

• Daily/weekly monitoring checks on customer systems following runbook instructions
• Logging and organising hardware maintenance incidents with 3rd party vendors
• Recurring activity / data requests from customers
• Review TBA Leicester’s 3rd party support contracts and flag when renewal is required
• Organise Escrow deposits
• General service desk duties as requested by the Support Team Leader
• Creating and championing Knowledge for common issues
• Maintaining documentation and Configuration Management Database

Your profile and attitude

• Can do attitude
• Team player
• Completer/finisher
• Thorough; leaving no stones unturned
• Organised and disciplined
• Good listener
• Good problem-solving skills
• Customer focused
• Exposure to ITIL practices
• Previous Logistics IT experience preferable

What we offer

• Salary: £negotiable, depending on skills and experience.
• 25 days’ holiday.
• Workplace Pension.
• Childcare Voucher Scheme.
• Central Location.
• Fast growing and market leading organisation.

If this sounds like you, please apply by applying here