Job Description

Purpose of the role

The Senior Service Desk Analyst role plays an integral role between the performance and productivity of Analysts, whilst supporting the management and leadership of the team as a whole. Demonstrating experience of how the team operate, in order to leverage opportunities to enhance knowledge and skills whilst striving to maintain commitments to consistency, quality and performance across all team members. The role looks to Identify service Improvements that aid team members in working productively and increasing their skillsets, whilst showing betterment to the experience customers receive.

Supporting functional escalations, matters of dissatisfaction and complaint, Senior Service Analysts utilise their more Intricate knowledge and experience of products, service, and the function members to drive service improvements as well as taking on the effective management of more complex IT tickets. This role acts as a...