Senior Service Desk Support Analyst

2 weeks ago


Rubery Worcestershire, United Kingdom Select Service Partner (Head Office) Full time

SSP is a leading operator of food and beverage outlets in travel locations worldwide, with c.We operate sit-down and quick service restaurants, cafes, lounges and food-led convenience stores, principally in airports and train stations, with a portfolio of around 550 international, national and local brands.

These include our own brands Upper Crust, Millies Cookies etc. as well as franchise brands such as M&S, Starbucks and Burger King.

Our purpose is to be the best part of the journey, and this is underpinned by our aim to bring leading brands and innovative concepts to our clients and customers around the world, with an emphasis on great value, taste, quality and service.

In this role, you are the first point of contact for the users who call our Digital & Technology Service Desk, providing the highest level of customer service. You will escalate unresolved problems/issues/requests to the 2nd tier support team. You will be troubleshooting basic end user issues on various software applications, hardware, network, and telecommunications systems for our trading units and providing basic desktop support for our head office colleagues.

The D&T Service Desk currently provides support on a shift basis from 7:00am - 7:00pm Monday to Friday, 6:00am - 1:30pm Saturday and Out of Hours support outside of these hours. This will involve an element of shift work, so some flexibility in working hours is required. There will also be occasional travel based on training requirements.

Provide 1st line support for all Digital & Technology supported Services including troubleshooting of IT related problems from software to hardware, such as EPOS systems, laptops, PCs, printers, basic network issues and supported applications.
To act as the first point of contact for phone calls and self-service tickets received from colleagues regarding D&T issues and to log all calls in the designated ITSM ticketing system.
Follow standard Service Desk operating processes and procedures; accurately logging all Service Desk tickets using the defined call logging software.
Escalate unresolved incidents to the 2nd/3rd tier support teams in line with agreed processes, including liaising with external partner organisations where appropriate.
Maintain a high degree of customer service, including taking ownership of user problems and following up the status of problems on behalf of the user plus communicating progress in a timely manner.
Build and maintain effective and productive working relationships with colleagues, key stakeholders, our thirdparty partners and suppliers, support the company’s mission and business objectives.

A passion for IT and a willingness to learn and support company growth.
Previous experience working in a technical Service Desk role, having a good understanding of Service Desk policies and procedures.
Knowledge of EPOS Systems, including Network Infrastructure, Databases, and associated Applications.
An understanding of ITIL fundamentals.

Diversity and Inclusion is a priority at SSP. we champion diversity, promote inclusion, and ensure equality.

We respect and protect human rights and prevent discrimination; and we positively impact our communities. We encourage and welcome applications from a diverse range of candidates regardless of background, gender, race, religious beliefs, disability, sexual identity and orientation or age


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