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Senior Service Desk Analyst

Job Title: Senior Service Desk Analyst
Contract Type: Temporary
Location: Uxbridge, Middlesex
Salary: £123 - £158 per day
Start Date: ASAP
Duration: 12 Months
REF: SSDA12_1535618490
Contact Name: Zivile Asanaviciute
Contact Email:
Job Published: about 2 years ago

Job Description

Our client, a major global organisation, has an excellent opportunity available for a confident, highly motivated and hardworking Senior Service Desk Analyst to join their team on a temporary basis for a 12 month contract. The office is based in Uxbridge, Stockley Park.

Applicants must be committed, reliable, and flexible to work 5 shifts per week of 8 hours between 7am - 7pm Mon-Friday, with 0-1 weekend shifts every 2 weeks, and possibly 2 bank holidays per year on a rota basis. Overtime available.

Main Duties

  • Managing Service Desk staff during shifts including weekends coverage whenever needed
  • Providing 1st line service desk support when required
  • Acting as an escalation point when difficult or controversial calls are received
  • Managing pending tickets and ensuring adherence to service level agreements (SLA's)
  • Taking responsibility for incident management and request fulfilment on the Service Desk
  • Proactively escalating unresolved tickets and following them up
  • Performing briefings to Service Desk staff on changes or deployments that may affect volumes at the Service Desk
  • Recommending modifications or improvements in help desk procedures, services
  • Working on company's quality metrics and customer quality criteria
  • Analysing customer feedback through survey and implementing action plans
  • Producing statistics and management reports
  • Representing the Service Desk at meetings
  • Arranging staff training and awareness sessions
  • Reporting to Service Delivery Manager on any issues that could impact business

Key requirements:

  • Minimum 6 years' experience in IT End user support services
  • 1st line support experience within a help desk/service desk (preferably within retail)
  • A good understanding of EPOS, printer support and break fix elements
  • Strong knowledge of Microsoft based operating systems (Windows 7 and onward)
  • An ability to assess each Analyst's IT knowledge levels and conflict resolution skills
  • A proven track record of providing high quality customer service and communication skills
  • Good technical knowledge on Stores and Multichannel
  • An understanding of network infrastructure
  • Android and iOS configuration skills desirable
  • An IT or Customer Service qualification would be desirable (i.e. ITIL Foundation, CompTIA A+ etc.)