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.
