Service Desk Analyst

Salary: £20,305 to £25,381, dependent on experience + pension + 25 days holiday per annum

Location: Buttershaw, Bradford (hybrid working)

Who are we looking for?

We are currently have an opportunity for a Service Desk Analyst to support the delivery of a customer-focused Tec Service Desk function. Your primary role is to provide first level Tec support to the Kelda Group of companies, ranging from IT support, user access requests, security and facilities, to general business queries.

What will you be doing?

As our Service Desk Analyst, you will be providing comprehensive customer service to our colleagues and suppliers in all aspects of support, through all avenues of interaction. Reviewing processes and procedures to continually drive improvements in line with the changing needs of the business, you will represent the Service Desk and wider business functions in a positive light, promoting opportunities to improve business processes and performance wherever possible. You will also:

• Accurately log Incidents and Requests as they are submitted

• Monitor Service Desk work queue according to process and ensure your workload is effectively managed

• Apply problem-solving and applied knowledge approach to Incident resolution

• Escalate Shared Services Incidents and requests, including issues relating to IT, HR Admin, Accounts Payable and Facilities

• Successfully onboard new first-line services according to SIP

• Follow and contribute to the Incident Management Process following the ITIL guidelines

• Proactively follow and uphold security policies for both self and user-base

• Create, update, and promote IT knowledgebase

• Monitor and manage the compliance of the Service Desk’s Key Performance Indicators (KPIs) and SLAs

• Devise and proactively manage service performance improvement projects

• Train new starters and develop the skills of less experienced staff, proactively seeking to enhance your own knowledge with a view to enhancing team knowledge

• Prepare the weekly and monthly Management Information reports and data for Balanced Scorecards

• Create, maintain and review self-help material in the knowledge base

• Help to drive the culture within the business that aligns with the Shared Services focus i.e. the customer is at the heart of everything we do, we get it right first time, etc.

• Deputise for the Helpdesk coordinator in their absence

  
  

Knowledge and Skills Required

Essential:

As our Service Desk Analyst, you will have an analytical response to problem solving, with a ‘customer-first’ approach to service. Confidently interacting with stakeholders at all levels of the business, you will have the ability to challenge and change existing processes. You will also have:

• Excellent attention to detail and accuracy

• The ability to maintain confidentiality in all aspects of the role

• Strong communication skills, both written and oral

• The ability to make timely interventions to ensure high standard of service

• Confidence to challenge and report policy breaches

• Excellent standards of customer service, both internal and external

• The ability to work as part of a team and demonstrate team-building skills.

  
  

Desirable:

• Good technical knowledge of tools used to support service offerings including but not exclusively, current CRM, Active Directory, Windows, Lotus Notes, Microsoft Office

• ITIL Foundation qualified.

  
  

If you feel this opportunity is suitable and you match the skills required, then please apply online and complete the application process.