Senior Service Desk Analyst

4 weeks ago


London, Greater London, United Kingdom Investigo Full time

Job Title: Senior Service Desk Analyst

Job Summary: We are seeking a highly skilled Senior Service Desk Analyst to join our team at Investigo. As a Senior Service Desk Analyst, you will be responsible for providing senior-level first-line support to our clients' business customers, assisting them with hardware and software problems via phone, email, and a ticketing system.

Key Responsibilities:

  • Assist the Digital Services Management Lead in managing help-desk support to clients' business customers.
  • Provide senior-level first-line support, answering support queries via phone, email, and IT Service Management ticketing system to VIP Users.
  • Analyze Incident Management Process and assist in the implementation of process improvements.
  • Become a focal point for Digital Services support in the London office to assist with escalations and operational day-to-day issues affecting the building and its staff.
  • Produce and update service desk policies and procedures.
  • Deliver a high level of professional customer service on the phone and face-to-face when in the office.
  • Act as a liaison between the Service Desk and other resolver groups, escalating issues where necessary.
  • Provide project support as assigned by DDaT management.

Requirements:

  • Experience of working in an IT Department at 1st and 2nd line support.
  • Personal ticket and support queue management skills.
  • Personal motivation to achieve consistently high levels of customer service and learn new and existing technologies.


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