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 endeavor 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.