Service Desk Analyst

2 weeks ago

Leicester, Leicester, United Kingdom TBA Group Full time

About the Role

We are seeking a highly skilled and experienced Service Desk Analyst to join our team at TBA Group. As a key player in our Service Delivery function, you will be responsible for providing technical application support services for our Warehouse & Port Products & Services.

Key Responsibilities

  • Triage of support calls and troubleshooting, diagnosing, and resolving of application & database related technical issues within a SQL, Web & Server Process environment
  • Being the first point of contact via phone, email, and customer portal, managing customer liaison, pro-active feedback, and responding to customer queries from ticket creation to resolution
  • Assignment and follow-up with 2nd Line Application Support Engineers (Tier 2), Development Leads, and 3rd parties where necessary
  • Flagging common issues for problem investigation and resolution
  • Linking of recurring Incidents to open Problems
  • Daily/weekly monitoring checks on customer systems as per schedule
  • Logging and organising hardware maintenance incidents with 3rd party vendors
  • Recurring activity/data requests from customers
  • Reviewing TBA Leicester's 3rd party support contracts and flagging when renewal is required
  • Organising Escrow deposits
  • Creating and championing Knowledge for common issues
  • Maintaining system and operational documentation

What We Offer

  • Salary: negotiable, depending on skills and experience
  • Pension
  • Private Health Insurance (BUPA)
  • Flexible/hybrid working culture
  • Employee discount scheme with retailers

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