Service Desk – Analyst

 

 

Role Dimensions:

The objective of this position is to provide both proactive and reactive first-line technical support across all sectors of Travelex. This role involves collaborating closely with IT colleagues, partners, suppliers, and various business units to establish a centralized point of contact for logging, resolving, and advancing IT-related requirements, inquiries and issues.

 

Key accountabilities

Call Management

Deliver best practices of call management:To ensure that all calls are logged accurately within IT Service Desk.Capture detail & correct information pertaining to all inbound calls.Maintain professionalism on call.Good knowledge of soft skills, empathy etc.

 

Incident Management

To ensure all calls are updated and resolved within SLA targets.To endeavour to provide an ‘Above Customer Expectation’ service.Undertake first line resolution activities.Participate in on-going review and maintenance of the IT Service Desk processes.To take part in knowledge sharing activities; to include both business and technical knowledge sharing.Take ownership of all open tickets within the team.

 

Shift Rota

To take part in a shift rota to ensure that adequate cover is provided 24/7 per week including weekends and bank holidays. There is an additional leave approved as part of the bank holiday cover.

 

Communication

Writes and speaks fluently on all aspects of work and communicates effectively.Actively communicate and seek feedback from colleagues and customers.Be proactive in working along with colleagues to improve Service Desk customer experience.

 

Email

Ability to write professional emails explaining all factors in one go.Take ownership and follow up till resolution.Avoid multiple trail emails and try and call and resolve or fulfill the requirement via call.

 

General

Undertakes any necessary training associated with the duties of the post and participates in training and development procedures.Complies with Travelex policies and standards, including all Company Health and Safety policies and legislation in the performance of their duties and responsibilities.Maintains confidentiality and observes data protection guidelines.Carries out any other reasonable duties in line with their capability.

 

Azure knowledge:

Should have L1 Azure knowledge and experience to deliver the related support.

 

Experience and personal qualities

Essential

1-2 years’ experience in IT or similar customer support/service delivery role.Excellent customer service skills with a high level of focus on quality.Ability to communicate in a clear and professional manner.Problem solving and analytical skills and ability to work under pressure and deliver the best service.Excellent inter-personal skills (verbal and written).Clear understanding and interest in current and emerging IT technologies.Beneficial to have an awareness of the IT industry in general (network, server etc.)An understanding and interest of the use of technology within business functions.

 

Desirable

Understand process improvement requirements.Data analytical skills.