Service Desk – Senior Analyst

Role Dimensions:

The post holder will have responsibility for the IT Support team. Responsible for team members, their training & development and managing the day to day running of an ITIL service desk function. Resolution of incidents & requests within SLA. Prioritizing work streams, managing escalations and reducing the overall incident and request count as well as building an exceptional relationship with the business.

Key Responsibilities and Accountabilities:

The key responsibilities of the role include:

• Team management experience.

• Exceptional Customer service skills providing excellent Service support to the business effective and professional communication skills. Ability to establishing a good working relationship with the business, partners and 3rd parties.

• Strong Team Leadership, management skills and performance management. Providing exceptional leadership skills, providing personal development, cross training and mentoring to team members.

• Incident, request and problem management, ability to provide solution(s)/work around(s) to incidents and Problems.

• Create, manage, and evolve polices, processes and procedures.

• Create and manage a Knowledge Articles or SharePoint documents records library.

• Work on SLA thresholds for incident(s), request(s) and problem(s). Reduce overall incident and request count.

• Carrying out trend Analysis and Problem management with the ability to work effectively under pressure.

• Prioritizing and managing stakeholders.

• Ensure appropriate standards and procedures are adhered throughout

• Systems monitoring.

• Performance monitoring.

• Processing requests for new starters and leavers (account creation \ deletion across multiple platforms).

• Maintaining the overall team, calls, emails and ticket quality.

• Knowledge on shift roster creation to ensure that adequate cover is provided 7 days per week including weekends and bank holidays.

• Manage BAU activities with great efficiency.

• L1 and L2 Azure knowledge and experience.

• Good to have L1 knowledge of “Incident Management” process.

Applicants must be enthusiastic, positive and be motivated to provide excellent customer service, drive their personal development and contribute to the on-going performance of the Service Desk team.

Scope

Working with Travelex business areas and the IT Community, primarily within the UK, EU, Asia and ANZ as well as across the Globe.

Skills, Knowledge and Experience:

• Exceptional customer service.

• Proven team management skills.

• ITIL Certified/Trained.

• Experience/Knowledge of implementing an incident and problem service model.

• Past experience of producing service improvement plans.