IT SERVICE DESK ANALYST
Who do I report to? Service Desk Supervisor
Where am I located? Hatfield office (near London), with possible travel to Sheffield main office, as and when required.
Hours of operation? Flexible shift patterns between 6am and 11pm Weekdays (subject to change if business require more support) on weekends (public holidays)
What’s the purpose of the job?
- To be the first point of contact for the business (clubs/team members) & suppliers in order to own, manage/resolve all
IT service incidents/service requests
- Providing an uninterrupted IT service to the business – members, clubs and team members, this involves:
- Receiving (all channels – self-service portal, phone, email, walk-in) logging and managing service incidents and requests from clubs/team members & suppliers – in order to resolve within a timely manner
- Performing routine monitoring, daily checks and hyper care checks to proactively identify and diagnose recurring and imminent service issues in order to pre-empt resolution
What will I be doing?
- Responsible for analysing, categorising, prioritising and logging all incidents via self-service portal, calls, walk-ins from clubs/team members or alerting systems/suppliers, in order to manage and resolve within agreed SLA (according to its severity) and communicate progress/resolution of the fix
- Ensure all incidents/service requests are logged in the IT Service Management system and manage them throughout the lifecycle - taking ownership of the situation
- This might involve fixing the issue directly via a documented solution or escalation to Systems Support Team or to the supplier
- Where stakeholders have raised issues via self-service portal – ensure category has been accurate and re categorise as necessary
- Follow up on the incident progress with Systems Support/Suppliers in order to get status/decide on further escalation
- Clear and timely (according to severity) communication of progress/closure of service incident on a regular basis to stakeholders – club(s)/team member(s)/leadership
- Where an incident/problem is assigned to the IT Systems Support Analysts update stakeholders of progress as well as new point of contact for incident ownership
- Provide comprehensive handover of high severity P1 incidents at end of rota to next colleague on shift or to the out of hours team
- Take ownership of high severity P1 incidents at start of rota o During OOH rota, identify P1 incidents and manage through to resolution
- Ensure all service interruptions, downtime and P1’s are recorded with detailed timelines in the Incident Log
- Responsible for identifying reoccurring incidents and notifying the IT Service Desk Supervisor so they can be managed appropriately
- Responsible for service monitoring on defined service dashboards, daily (applications/infrastructure) checks (start of day/end of day) and seasonal hyper checks in order to identify and report trends to Service Desk Supervisor/Systems
Support team & or Suppliers in order to avoid service disruption or to improve service standards
- Responsible for performing recurring scheduled tasks (eg period end work, direct debit process etc)
- Create and update knowledge base articles to facilitate first time fixes
- Ensuring the IT Service Desk documentation required for support purposes is accurate and up-to-date on the Service knowledge base including known issues, first time fixes, and the support and escalation matrix
- Responsible for performing other BAU standard tasks, ie joiner mover leaver
- Attend relevant team meetings – including daily huddle
How will I be measured?
- Percentage of first time fixes - average of team to your individual average (averages should be created on a periodic basis)
- Time to resolve first time fixes average of team to your individual average
- Positive 360 feedback from Service Desk Supervisor, Systems Support Team/Suppliers (include input on accurate categorisation, timely escalation, incorrect escalations) and stakeholders
- Prepared to contribute at daily huddle
- Daily checks have been completed
- Number of trends and issues pre-emptively identified and escalated
- Quality and accuracy of knowledge base articles
What qualifications, skills and experience do I need?
- Previous customer service experience
- Understanding of Microsoft based operating systems with emphasis on Windows 10 and Office 365
- Experience with using and troubleshooting Outlook 365 (permissions, calendar sharing, and delegation)
- Ability to use a call logging system (eg. Sysaid, ServiceNow)
- Excellent communication skills and telephone manner
- Comfortable with accurately documenting in a clear and concise manner
- Confident and experienced in dealing with challenging situations and able to demonstrate problem solving and trouble shooting skills
- Excellent organisational skills and the ability to effectively time manage a number of different issues – with varying severity
- A commitment to going above and beyond in delivering an exceptional service that colleagues recognise as being valuable
Desirable
- Experience and knowledge of leisure industry
- Experienced dealing with outsourced IT hosting service providers with technologies such as Citrix, Virtual Servers, Web
Applications, Laptops/Desktops, SQL Server Databases
- Speaks one or more of other languages – German, French, Spanish, Italian or Dutch
Key behaviours
- You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
- Calm under pressure
- Resilience and drive to achieve results
- Energetic
- Can do, self-motivated
- Diligent
- Sense of ownership
- Collaborative working, one team, supportive: no idea is a bad idea
- Latest tech innovations
- Think holistically – communicate and engage: how our technology impacts member/club experience
Job Type: Full-time
Pay: £25,000.00-£28,000.00 per year
Benefits:
- Company events
- Company pension
- Free parking
- Gym membership
- On-site parking
Ability to commute/relocate:
- Hatfield AL10 9UE: reliably commute or plan to relocate before starting work (required)
Education:
- GCSE or equivalent (preferred)
Experience:
- Technical support: 1 year (preferred)
- Customer service: 1 year (preferred)
Work Location: In person
