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 


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