Service Desk Analyst

The purpose of this role is to provide technical support services to staff enabling them to optimise their productivity. The role is highly customer focused and ensures issues are managed, prioritised and resolved within agreed service levels.

Key responsibilities:

• Provides an interface between the business and technology, monitoring customer engagement channels and responding within set targets
• Provides customer with an exceptional experience
• Adheres to standard processes to ensure contacts are accurately prioritized, recorded, assigned, updated and resolved within service targets
• Builds technical knowledge and ensures it is effectively applied to support the business with a wide range of foundational, occasionally complex, requests
• Applies effective and timely escalation