Job Ref: 212912732

Date: 2020-12-16 14:05:48

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SENIOR HELP DESK ANALYST
As a Senior Help Desk Analyst, you will be responsible for providing and supporting services to several high-profile customers. Customer service and outstanding relationship management skills are key to ensuring service standards are maintained, SLA’s met and key client relationships are built promoting retention and loyalty. The role can be based remotely but travel to customer sites will be expected. You must have a flexible approach to shift patters, typically 1 in 3 weeks will be later shifts to fit with client time zones.
BENEFITS
You can enjoy an excellent work-life balance with some great flexible working options as well as 28 days holiday (plus public holidays) and if that’s not enough, you can buy additional holidays too! They also offer season ticket loans and the cycle to work scheme
RESPONSIBILITIES
As a Senior Help Desk Analyst your key duties will include:
* Owning the service relationship for a small number of VIP customers
* Developing lasting relationships with customers to ensure they are fully satisfied with the services provided and that service-related commitments around SLA’s are met
* Overseeing all helpdesk tickets for customers including primary troubleshooting and assigning to technical escalations
* Managing customer escalations, co-ordinating additional resource as needed to resolve issues and incidents
* Working closely with the team, including Commercial, Product & key stakeholders as well as technical teams to ensure the full-service lifecycle is delivered
* Defining and managing service level agreements with customers
* Owning customer reporting and completing regular service review meetings with key customer stakeholders
* Owning all service and support processes, ongoing improvement, and process improvement initiatives
REQUIRED SKILLS & EXPERIENCE
To be considered for the role of Senior Help Desk Analyst, you must have:
* Proven Service Management experience within an IT/technology environment
* A passion for technology with 2nd / 3rd line support experience
* Experience dealing with external customers with a track record of adding value through customer relationships
* Experience of influencing and stakeholder management
* A ‘completer-finisher’ taking accountability for ideas from inception to delivery, in an environment that requires robust metrics to confirm success
NEXT STEPS
If you’re interested in becoming a Senior Help Desk Analyst, apply today with your current CV. Our team will review your application to see if it’s a match and get in touch to learn more about you. If you aren't contacted within 7 days, please assume your application was not selected.
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