Senior Service Desk Analyst

Role Overview

This is an internal role offering a chance to enhance your leadership abilities as a Senior Service Desk Analyst within our Service Desk team. You'll be instrumental in supporting team operations and assisting management to ensure daily objectives and customer commitments are met effectively.

Key Responsibilities

• Assist the team in daily operational tasks to maintain smooth workflow.
• Manage and update Knowledge Articles to ensure accuracy and usefulness.
• Conduct Quality Assurance by reviewing service calls and tickets, providing coaching as needed.
• Enhance customer satisfaction by addressing escalations from customers and colleagues requiring assistance.
• Offer coaching and training for new team members to support their development.
• Maintain and develop relationships with stakeholders across the company, customers, and vendors.
• Contribute to project initiatives within the organisation.

Candidate Profile

• Proactive problem solver who suggests improvements, prioritizing customer experience.
• Excellent interpersonal and communication skills, both verbal and written.
• Capable of working independently while providing guidance and support to team members.
• Familiarity with, or willingness to learn, ITIL service delivery frameworks and service desk operations.