Senior Service Desk Analyst

• Skills needed for this role
• Customer service management
• Maintain a high level of customer service and have the confidence to deal with complex complaints, or difficult cases covering case management, incident management, IT asset management, and service request fulfilment
• Use empathy to satisfy customer demands
• Use customer-focused metrics to achieve a satisfying outcome
• Financial management
• Personal duty of care in relation to IT equipment, resources and authoriser for small payments

Ownership and initiative

Own an issue until a new owner has been found or the problem has been mitigated or resolved

Problem management

• Investigate problems in systems, processes and services, with an understanding of the level of a problem (for example, strategic, tactical or operational)
• Contribute to the implementation of remedies and preventative measures
• Service focus
• Take inputs and establish coherent frameworks that work
• Service reporting
• Ensure the service management platform is up-to-date at all times with Customer Service activities

Produce relevant reports in a standard format and agreed timeframe

Work with important stakeholders to discuss any changes in the reporting processes

Add a commentary that provides an interpretation of the data set

Technical understanding

Show an awareness of the relevant subject matter and a high-level understanding of what it involves

Demonstrates own activities to new, or less experienced employees, day-to-day supervision, coaching and mentoring of other team members

User focus

Identify and engage with users or stakeholders to collate user needs evidence

Understand and define research that fits user needs

• Use quantitative and qualitative data about users to turn user focus into outcomes
• Asset and configuration management
• Track, log and correct information to protect assets and components
• Continual service improvement
• Implement policies and proposes process optimisation, and contributes to the implementation of proposed solutions

Other Duties

Participate in the on-call service

Deputise for the Service Desk Manager

Occasional work may be required outside of core business hours to support major projects / programmes