3rd Line Senior Service Desk Analyst

2 months ago

London, United Kingdom GLL Full time

GLL is looking for a 3rd Line Senior Service Desk Analyst to work at Our Head Office, Woolwich, Southeast London. If you have the skills and ambition to join us as a 3rd Line Senior Service Desk Analyst, there has never been a more exciting time to join us. This is more than a job as a 3rd Line Senior Service Desk Analyst job; it is a career.

We are seeking a talented and experienced 3rd Line Senior Service Desk Analyst to join our customer support services desk. In this role, you will be responsible for providing advanced technical support, troubleshooting complex issues, and ensuring seamless IT operations as well as managing 1st and 2nd Line Service Desk Agents & Analyst.

What you’ll do:

To maintain great customer service for all support queries and ensure the wider team uphold these standards.

To take ownership of problem tickets and manage the resolution process end to end

To be the internal escalation point for the wider application support team to third party suppliers such as Open Play, Fitronics, HSO and others.

Manage and adhere to SLAs.

Manage the relationship with Support teams of our third-party suppliers

Maintain strong relationships with GLL stakeholders

Review and manage all Application documentation for internal and external use on the Knowledge base

To manage communication with business stakeholders and users where applicable.

Manage 1st and 2nd Line Service Desk Analysts including absence management, Rotas, and personal development

To manage and adapt our ticketing software to ensure the best customer experience

Take the role of 365 Administrator focusing on user management and compliance in our tenancy

Focus on security within our applications focused on password and authentication policies

As a leader within the leisure industry, we can also offer scope to progress your career, and job variety like nowhere else.

What you need:

5 year + support team role experience

Team management experience

365 Administration experience 

SaaS Support experience

Excellent comprehension and attention to detail

Ability to manage multiple priorities whilst maintaining a positive attitude under pressure

Good interpersonal and team working skills

Good written and verbal communication skills with ability to deliver clear and concise instructions to a wide scope of user

M365 Certified Administrator (Desirable)

ITIL Foundation (Desirable)

365 Power Apps experience (Desirable)

As a charitable social enterprise owned by its staff GLL has a great range of benefits for its employees:

A salary of from £40,275.25 to £44,404.98 per annum

A value driven organisation

Learning & development to support career development

Good pension schemes

Discounted gym membership for you and your partner

The opportunity to join the GLL Society and have a say on how we ar run plus associated events

Exclusive discounts on our villas in Portugal

Exclusive discounts on our Ski chalets in Bulgaria

Career Pathways, professional development is just the start. To ensure your stay on top of your game we provide training with practical and theory elements too

Discounts across thousands of retailers (GLL Extras)

25% off Red Letter Days

25% off Buy a Gift

20% off GLL spa experience treatments and associated products

Ride to work scheme

Free eye tests and discounted glasses

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