Senior Service Desk Analyst

Close Brothers Group ,
London, Greater London
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Overview

Job Description

To work as part of the unified service desk team providing desktop support within various Close Brothers sites and ensuring that customer satisfaction is the focus of the service that is provided. Providing technical support in a combination of remote and desk side support to all users within the banking division. Working closely with various IT teams to ensure end to end support is provided to meet strict SLA targets. This role would be ideally suited to experienced 1st line Analyst who is seeking the move into 2nd line" Key Responsibilities: Technical * Resolve technical incidents as allocated and escalated * Ensure SLA targets are achieved and working to reduce SLA target times * Report on progress of incidents and update relevant service management tools * Ensure relevant technical documentation is appropriately maintained and available * Provide full support of hardware and software used at close brothers Customer Service * Providing excellent customer service to all users at all times * Managing customer expectation by ensuring the user is kept up to date on the status of tickets * Take ownership of tickets to resolution including all escalated and tickets passed to 3rd parties People * Adopt a role of SME in a particular specialism, either with a business or technical focus and ensure appropriate documentation / cross skilling across the team * Mentor junior peers in order to augment skills at first line technical support * Liaising with project teams to ensure smooth transition into service support

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