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Placement - Service Delivery

3 months ago

Leicester, Leicester, United Kingdom TBA Group Full time

Country:
United Kingdom- Location: Leicester, LCE, United Kingdom- Location details:

  • Employment type: Fixed Term
  • Full-time/part-time position: Full time
  • Workplace Type: On-siteWe are looking for Service Desk Analyst for a 12-month industrial placement within our company. You will be working for a highly renowned organisation that is part of a multi-national group of companies that promotes a creative and dynamic work environment. Our organisation produces market leading, large-scale, distribution and supply chain software products used by customers worldwide and is undergoing substantial growth, including at the graduate level.


You will be offering excellent problem-solving skills and have a customer-focused mentality; this is not your run-of-the-mill service desk role and offers a springboard to proven future career advancement within our company.


What are we looking for;
A desire to learn and a passion for customer excellence is a must. Naturally being customer-focused and looking for a technical challenge is essential too.

  • You will hold a good set of A levels, or equivalent, and be currently studying a BSc Honours Degree in Computer Science, Software Engineering or equivalent
  • Highest ethics and integrity with a proactive attitude
  • The ability to multitask and the discipline to meet operational delivery standards
  • A highlevel understanding of software development methodologies and techniques
  • Excellent analytical, organizational, and problemsolving skills, as well as a detailoriented approach
  • Good interpersonal skills and enthusiasm to collaborate closely with colleagues
  • Strong written and oral communication skills in English, to both your colleagues and customers at a nontechnical level
  • Be highly motivated, with the selfdiscipline to manage workload
  • Exposure to ITIL practices advantageous

Key Responsibilities

  • Call triage
  • Log calls in the Service Desk call logging system
  • Call followup with 2nd line analysts, development leads and 3rd parties where necessary
  • Flagging common issues for problem investigation and resolution
  • Linking recurring Incidents to open Problems
  • Customer feedback and ticket resolution
  • Daily/weekly monitoring checks on customer systems following runbook instructions
  • Logging and organising hardware maintenance incidents with 3rd party vendors
  • Review TBA Leicester's 3rd party support contracts and flag when renewal is required
  • Organise Escrow deposits
  • General service desk duties as requested by the Support Team Leader
  • Creating and championing Knowledge for common issues
  • Maintaining documentation and Configuration Management Database