Senior Service Desk Analyst

We are looking to recruit for a Senior Service Desk Analyst to be based at the Walker Building in Birmingham. The role requires you to be a point of technical advice for the Service Desk team, managing queries, prioritising calls and ensuring timely resolutions, whilst continually looking to improve service provision and efficiency. Working inside the Service Desk team, you’ll promote high standards, ensure operational requirements are met and collaborate with other teams to investigate problems and minimise service disruption. You will be working closely with the team manager on continuously improving the level of service provided. This is a fast-paced environment that requires a self-starter demeanour throughout.
What you'll do...
Provide 1st, 2nd line user support and assistance to all members of the company, ensuring that all incidents and requests are dealt with within SLA
Respond to requests for IT assistance and service from end users, dealing with enquiries efficiently and effectively in a polite and courteous manner
Log and categorise customer interactions concisely and efficiently, while taking ownership and following these up to completion
Provide guidance, direction and training to co-workers
Act as an escalation point and technical lead for major outages
Use knowledge and experience to assess and analyse a situation and apply judgement to invoke the incident process, minimise impact and effectively resolve the incident
What you'll need...
3 years minimum experience in an SLA driven, ticketed Service Desk or 1st / 2nd Line role
A dynamic individual with a positive and determined demeanour
Excellent customer service & communication skills
Proactive and professional team player
Experience of building and maintaining excellent relationships with customers
Experience of applying processes and procedures
IT troubleshooting skills
Delivering a consistent first-class service to customer
Experience of working in a user support role
ITIL Foundation V4 qualification (or working towards)
Self-motivated with the ability to multi- task and prioritise workload
Flexible approach to work with the ability to adapt to change
What we offer in return for your hard work and commitment...
Free Bus & Coach travel for yourself
Complimentary coach travel for a Nominated Person or complimentary bus travel for a Spouse or Partner
50% discount for friends and family on full fares on our coach services
Life Assurance
Company pension
Employee Assistance programme
Private online GP service
National Express is proud to be a Disability Committed organisation. We therefore welcome applications from disabled candidates. Please let us know in your application if you have any accessibility needs.
We reserve the right to close this advert early if we receive a high volume of applications before the advertised closed date.
Things to Note...
At National Express, we are really proud of our health and safety record and as a result, we operate a Drugs and Alcohol Policy which is applicable to all employees.
 
As part of your initial assessment, we will complete Drug and Alcohol testing and you may be subject to random tests during your employment.