Senior Service Desk Analyst

at  National Express

We are looking to recruit for a Senior Service Desk Analyst to be based at the Walker Building in Birmingham. The role requires you to be a point of technical advice for the Service Desk team, managing queries, prioritising calls and ensuring timely resolutions, whilst continually looking to improve service provision and efficiency. Working inside the Service Desk team, you’ll promote high standards, ensure operational requirements are met and collaborate with other teams to investigate problems and minimise service disruption. You will be working closely with the team manager on continuously improving the level of service provided. This is a fast-paced environment that requires a self-starter demeanour throughout.

• Provide 1st, 2nd line user support and assistance to all members of the company, ensuring that all incidents and requests are dealt with within SLA
• Respond to requests for IT assistance and service from end users, dealing with enquiries efficiently and effectively in a polite and courteous manner
• Log and categorise customer interactions concisely and efficiently, while taking ownership and following these up to completion
• Provide guidance, direction and training to co-workers
• Act as an escalation point and technical lead for major outages
• Use knowledge and experience to assess and analyse a situation and apply judgement to invoke the incident process, minimise impact and effectively resolve the incident