Senior Service Desk Analyst

Esp Global Services Limited
£22000 - 24000 Per Annum
25 Sep 2017
03 Nov 2017
Contract Type
Full Time
Senior IT Helpdesk Analyst. Have you gained experience within an IT Customer Services role? Are you now looking for your next challenge? If so the role as Senior Service Desk Analyst at ESP Global Services could be the next role for you. This role is a great opportunity for someone who is interested in progressing a career within the IT Industry. What does the role involve? Working on a global IT Helpdesk, talking to our customers across the globe To review, own and manage every ticket for assigned dedicated customer accounts ensuring all incidents and tickets are on-track to be successfully resolved within SLA and manage customer expectations and communications to the highest level. - Working very closely with the GSD and SDMs, ensure that all calls are scoped and logged accurately, updating and modifying ticket details where required - For each customer ticket, identify the correct priority and SLA (and category where required) and monitor resolution to ensure that the SLA is met for each ticket. - Intervene where necessary to drive forward call resolutions in a timely and cost effective manner - Act as the customer advocate within the Service Desk, to improve knowledge and performance within the Service Desk team. - Build and maintain the relationship between the GSD and the SDMs to ensure that customer expectations are met or exceeded. - Receive, scope and accurately log, then process each customer ticket and, following known and agreed processes, carry out basic fault diagnosis to identify the correct assignment. Oversee tasks with engineers and partners, keeping tickets up to date and chasing whenever needed. - Follow and adhere to the Major Incident Management process / procedures and provide timely reports where necessary to relevant stakeholders - Own and monitor the progress for each customer ticket to ensure that the customer or user is kept fully updated throughout its lifecycle. - Contact the user or customer where applicable, to gain confirmation that the ticket has been satisfactorily resolved (where required). - Generate ad-hoc reports as requested by Global Service Desk Management Team, as well as producing ad-hoc customer and business reports. - Proactively review aged tickets and work closely with Analysts to reduce overall volume - Ensure that service levels for telephone answer speed and email response times are met. - Ensure telephone abandon rate does not rise above the contracted agreement. Skills & Experience: - Experience in an IT Helpdesk role for role holder to perform fully and effectively in the job - Service Desk Experience - Good knowledge of MS Office products - Some Knowledge of call management systems - Self-motivated with a willingness to learn and adapt to any new change or situation - Able to digest data, analyse issues, devise and execute action plans as appropriate - Excellent oral and written communication skills - Process driven with the ability to be innovative - Excellent Inter-personal skills; ability to communicate with customers at all levels - Proactive with a can do attitude - Comptia qualification a - ITIL Qualification - Previous aviation experience advantageous What we offer: - Free onsite Parking - We Provide employees with Perkbox which enables discounts with most major retailers, restaurants and leisure providers - We Offer a free Learning and Development portal; that boasts thousands of courses About ESP: ESP is trusted by global organisations to deliver tailored IT support and infrastructure solutions around the world, 24/7. We have added value to our customers for over 20 years by listening to their needs and proactively delivering the service they want, wherever in the world that might be. We are headquartered in Reading, with staff in most of the major UK airports and regional Service Delivery hubs in Hong Kong, Trinidad and Mexico. Our customers include many household brand names such as easyJet, United Airlines and Virgin Atlantic. We are looking for vibrant, enthusiastic individuals with a "can do" attitude who can join our team. ESP offers a dynamic environment, a strong sense of fun and a commitment to career progression from within, all of which help us to deliver our outstanding services to our global clients. Please apply today for a quick response!
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