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GerrardWhite
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Crawley, West Sussex
Senior Service Desk Analyst
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Job Type: Full-time |
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Overview
Gerrard White is currently seeking a Senior Service Desk Analyst for a global insurance company to be based in Crawley within the Global Data Centre for a six month fixed term contract. You will provide 1st line support for all issues reported to the Service Desk and 2nd line investigation of incidents assigned to the Service Desk work management queue. This will include all issues related to the infrastructure, desktop environment, enterprise applications and general user queries. Key tasks will include: Customer contact will be via Telephone, Email and Web Self Service Portal. Provide 2nd line support for incidents assigned to the Service Desk work management queue. Take Ownership of all Incidents and issues assigned to the Service Desk Team. Ensure tickets assigned to the work queue are within the remit of the Service Desk. Assignment of incidents to second or third line support teams, vendors as appropriate. Resolution of incident tickets by following resolution scripts. Mentor and Coach ServiceDesk Analyst to transfer knowledge to all team members. Monitor Service Desk Team performance against publish targets for Key Performance Indicators. Escalation of priority tickets to management team. Escalation of 'difficult' incidents / issues to Service Delivery Manager. Take Ownership of all Incidents and issues assigned to the Service Desk Team. Create, Peer Review and Publish process documents for missing resolution scripts. Ensure process documents exist containing resolution scripts allowing the ticket to be resolved by the Service Desk. Mentor and Coach ServiceDesk Analyst to transfer knowledge to all team members. Monitor Service Desk Team performance against published targets for Key Performance Indicators. Identify required improvements to team performance and highlight to service delivery manager. This role works a shift pattern alternating between the following: Monday - Friday 07.30 - 15.30 Monday - Friday 09.30 - 17.30 Suitable candidates will have previous experience within a similar role within a service desk or helpdesk environment. Experience within the insurance sector would be an advantage but not essential.