Service Desk Analyst – Level 1

22 hours ago

Elland, Calderdale, United Kingdom Volaris Group Full time

Job Summary:

We're seeking a skilled Service Desk Analyst – L1 – to join our team. The ideal candidate will be highly organized, metrics-driven, and able to work effectively in various environments with both technical and non-technical profiles.
The successful candidate will work as part of a team responsible for analyzing and resolving customer requests, including software queries, data correction, bug replication, and root cause analysis of recurring data issues.

Key Responsibilities:

  • Provide business-to-business support for UBS products using our online ticketing system.
  • Manage tickets and workloads efficiently, ensuring timely resolution of customer-reported questions and issues.
  • Collaborate with offshore analysts to troubleshoot issues and work with development teams to ensure tickets are resolved promptly.
  • Identify and troubleshoot root causes for recurring service desk tickets, taking ownership of customer-reported issues and seeing them through to resolution.
  • Ensure all details are logged with the incident and well-described to the customer.

Key Skills and Competencies:

  • Excellent written and verbal communication skills.
  • Ability to explain complex models and ideas in clear, plain-spoken English.
  • Tenacious and able to work well with others.
  • 1-3 years of previous Service Desk experience.
  • Ability to coordinate cross-functional work teams toward task completion.
  • Experience using Help Desk tracking software, Jira preferred.
  • Hands-on experience with Windows/Linux/Mac OS environments.
  • Experience in an Audio Visual or Live Events environment preferred.

Worker Type:

Regular

Number of Openings Available:

1

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