Senior Service Desk Analyst

3 weeks ago

Bristol, Bristol, United Kingdom Peaple Talent Full time
Job Title: Service Desk Supervisor

Location: Office-based with occasional client site visits

The company is a high-growth business shaping the future of self-serve solutions across mobile for the hospitality sector. Founded by EPOS industry experts, our goal is to make ordering food an awesome experience. Now, we're scaling up for our next rapid growth phase and are seeking a dynamic professional to join our service desk and make a real impact in our fast-paced environment.

Key Responsibilities:
  • Supervise and mentor a small team of client service agents, fostering a collaborative environment and providing professional development.
  • Ensure high levels of customer support, managing escalations, liaising with internal teams, and improving service desk processes.
  • Assist the Chief Operating Officer (COO) in planning strategies to enhance client service delivery through process improvements and innovative solutions.
  • Prepare and present regular reports on client service metrics, team performance, and client feedback.
  • Conduct training for new hires and ongoing training for existing staff to maintain high service standards.
  • Participate in the on-call rota, offering out-of-hours telephone support, covering shifts between 8 AM - 8 PM, 7 days per week.
Requirements:
  • Education to degree level (BSc, BA) in an IT-related discipline.
  • ITIL Foundation certification.
  • 5+ years of experience working on a customer-facing service desk.
  • Experience using Zendesk (or similar) multi-channel customer service tools.
  • Experience supporting mobile and static devices using industry-standard EMM/MDM tools.
  • Advanced knowledge of Microsoft Office suite (Word, PowerPoint, Excel, Outlook).
  • Excellent knowledge of Windows OS, printing, Windows services, and networking principles (DHCP, routing, wireless 802.11).
What We Offer:
  • A 'Customer first' attitude and a desire to deliver outstanding support, always with a smile.
  • 25 days of holiday per year, with the option to carry over 3 days.
  • Competitive salary package.
  • We celebrate diversity and value equal opportunity, striving to build a team representing varied backgrounds, perspectives, and skills.

  • Service Desk Analyst

    5 days ago

    Bristol, Bristol, United Kingdom VIQU Limited Full time

    Service Desk Analyst OpportunityVIQU Limited is seeking a skilled Service Desk Analyst to provide IT support for a 3-month contract in Bristol. The ideal candidate will have experience with ITIL, Service Now, and law firm applications such as iManage.Key Responsibilities:Triage and resolve service desk issues via telephone or emailImplement ITIL practices...

  • Service Desk Analyst

    5 days ago

    Bristol, Bristol, United Kingdom VIQU Limited Full time

    Service Desk Analyst OpportunityVIQU Limited is seeking a skilled Service Desk Analyst to provide IT support for a 3-month contract in Bristol. The ideal candidate will have experience with ITIL, Service Now, and law firm applications such as iManage.Key Responsibilities:Triage and resolve service desk issues via telephone or emailImplement ITIL practices...

  • Service Desk Analyst

    1 week ago

    Bristol, Bristol, United Kingdom VIQU Limited Full time

    Service Desk Analyst OpportunityVIQU Limited is seeking a skilled Service Desk Analyst to provide IT support for a 3-month contract in Bristol. The ideal candidate will have experience with ITIL, Service Now, and law firm applications such as iManage.Key Responsibilities:Triage and resolve service desk issues via telephone or emailImplement ITIL practices...

  • Service Desk Analyst

    7 days ago

    Bristol, Bristol, United Kingdom VIQU Limited Full time

    Service Desk Analyst OpportunityVIQU Limited is seeking a skilled Service Desk Analyst to provide IT support for a 3-month contract in Bristol. The ideal candidate will have experience with ITIL, Service Now, and law firm applications such as iManage.Key Responsibilities:Triage and resolve service desk issues via telephone or emailImplement ITIL practices...

  • Service Desk Analyst

    4 days ago

    Bristol, Bristol, United Kingdom VIQU Limited Full time

    Service Desk Analyst Job DescriptionWe are seeking a skilled Service Desk Analyst to provide IT support for a 3-month contract. The successful candidate will be responsible for handling service desk issues via telephone or email, with a focus on ITIL, Service Now, and iManage.Key Responsibilities:Triage and resolve tickets, including non-law firm specific...

  • Service Desk Analyst

    4 days ago

    Bristol, Bristol, United Kingdom VIQU Limited Full time

    Service Desk Analyst Job DescriptionWe are seeking a skilled Service Desk Analyst to provide IT support for a 3-month contract. The successful candidate will be responsible for handling service desk issues via telephone or email, with a focus on ITIL, Service Now, and iManage.Key Responsibilities:Triage and resolve tickets, including non-law firm specific...

  • Service Desk Analyst

    3 days ago

    Bristol, Bristol, United Kingdom VIQU Limited Full time

    Service Desk Analyst OpportunityVIQU Limited is seeking a skilled Service Desk Analyst to provide IT support for a 3-month contract in Bristol. The ideal candidate will have experience with ITIL, Service Now, and law firm applications such as iManage.Key Responsibilities:Triage and resolve service desk issues via telephone or emailImplement ITIL practices...

  • Service Desk Analyst

    4 days ago

    Bristol, Bristol, United Kingdom VIQU Limited Full time

    Service Desk Analyst OpportunityVIQU Limited is seeking a skilled Service Desk Analyst to provide IT support for a 3-month contract in Bristol. The ideal candidate will have experience with ITIL, Service Now, and law firm applications such as iManage.Key Responsibilities:Triage and resolve service desk issues via telephone or emailImplement ITIL practices...

  • Service Desk Analyst

    3 days ago

    Bristol, Bristol, United Kingdom VIQU Limited Full time

    Service Desk Analyst OpportunityVIQU Limited is seeking a skilled Service Desk Analyst to provide IT support for a 3-month contract. This role involves handling service desk issues via telephone or email, with a focus on ITIL, Service Now, and iManage.The ideal candidate will have strong experience with ITIL, Service Now, and law firm applications such as...

  • Service Desk Analyst

    3 days ago

    Bristol, Bristol, United Kingdom VIQU Limited Full time

    Service Desk Analyst OpportunityVIQU Limited is seeking a skilled Service Desk Analyst to provide IT support for a 3-month contract. This role involves handling service desk issues via telephone or email, with a focus on ITIL, Service Now, and iManage.The ideal candidate will have strong experience with ITIL, Service Now, and law firm applications such as...

  • Service Desk Analyst

    3 days ago

    Bristol, Bristol, United Kingdom VIQU Limited Full time

    Service Desk Analyst OpportunityVIQU Limited is seeking a skilled Service Desk Analyst to provide IT support for a 3-month contract. The successful candidate will be responsible for handling service desk issues via telephone or email, with a focus on ITIL, Service Now, and iManage.The ideal candidate will have recent IT Service Desk experience within the...

  • Service Desk Analyst

    3 days ago

    Bristol, Bristol, United Kingdom VIQU Limited Full time

    Service Desk Analyst OpportunityVIQU Limited is seeking a skilled Service Desk Analyst to provide IT support for a 3-month contract. The successful candidate will be responsible for handling service desk issues via telephone or email, with a focus on ITIL, Service Now, and iManage.The ideal candidate will have recent IT Service Desk experience within the...

  • Legal Service Desk Analyst

    4 days ago

    Bristol, Bristol, United Kingdom VIQU Limited Full time

    Job Title: Legal Service Desk AnalystWe are seeking a skilled Legal Service Desk Analyst to join our team at VIQU Limited. As a Legal Service Desk Analyst, you will be responsible for providing IT support to our clients in the legal sector.Key Responsibilities:Triage and resolve service desk issues via telephone or emailProvide support for ITIL, Service Now,...

  • Legal Service Desk Analyst

    4 days ago

    Bristol, Bristol, United Kingdom VIQU Limited Full time

    Job Title: Legal Service Desk AnalystWe are seeking a skilled Legal Service Desk Analyst to join our team at VIQU Limited. As a Legal Service Desk Analyst, you will be responsible for providing IT support to our clients in the legal sector.Key Responsibilities:Triage and resolve service desk issues via telephone or emailProvide support for ITIL, Service Now,...

  • Legal Service Desk Analyst

    1 week ago

    Bristol, Bristol, United Kingdom VIQU Limited Full time

    Job Title: Legal Service Desk AnalystWe are seeking a skilled Legal Service Desk Analyst to join our team at VIQU Limited. As a Legal Service Desk Analyst, you will be responsible for providing IT support for a 3-month contract. This opportunity will involve service desk issues which will be handled by telephone or email.The ideal candidate will have strong...

  • Legal Service Desk Analyst

    1 week ago

    Bristol, Bristol, United Kingdom VIQU Limited Full time

    Job Title: Legal Service Desk AnalystWe are seeking a skilled Legal Service Desk Analyst to join our team at VIQU Limited. As a Legal Service Desk Analyst, you will be responsible for providing IT support for a 3-month contract. This opportunity will involve service desk issues which will be handled by telephone or email.The ideal candidate will have strong...

  • Legal Service Desk Analyst

    2 days ago

    Bristol, Bristol, United Kingdom VIQU Limited Full time

    Job Title: Legal Service Desk AnalystWe are seeking a skilled Legal Service Desk Analyst to join our team at VIQU Limited. As a Legal Service Desk Analyst, you will be responsible for providing IT support to our clients in the legal sector.Key Responsibilities:Provide IT support for service desk issues via telephone or emailTriage and resolve tickets,...

  • Legal Service Desk Analyst

    2 days ago

    Bristol, Bristol, United Kingdom VIQU Limited Full time

    Job Title: Legal Service Desk AnalystWe are seeking a skilled Legal Service Desk Analyst to join our team at VIQU Limited. As a Legal Service Desk Analyst, you will be responsible for providing IT support to our clients in the legal sector.Key Responsibilities:Provide IT support for service desk issues via telephone or emailTriage and resolve tickets,...

  • Legal Service Desk Analyst

    2 weeks ago

    Bristol, Bristol, United Kingdom VIQU Limited Full time

    Job Title: Legal Service Desk AnalystWe are seeking a skilled Legal Service Desk Analyst to join our team at VIQU Limited. As a Legal Service Desk Analyst, you will be responsible for providing IT support for a 3-month contract. This opportunity will involve service desk issues which will be handled by tele or email.The ideal candidate will have strong...

  • Legal Service Desk Analyst

    2 weeks ago

    Bristol, Bristol, United Kingdom VIQU Limited Full time

    Job Title: Legal Service Desk AnalystWe are seeking a skilled Legal Service Desk Analyst to join our team at VIQU Limited. As a Legal Service Desk Analyst, you will be responsible for providing IT support for a 3-month contract. This opportunity will involve service desk issues which will be handled by tele or email.The ideal candidate will have strong...