Sr Service Desk Analyst

Location(s): Reading Office and possibly on customer sites

Reporting to: Head Of Managed Services

Role Objective:

The objective of the role is to ensure that IPI deliver an excellent and consistent level of service to customers. The Service Desk is a fundamental function of the Network Operations Centre (NOC) at IPI. The primary activity of the Service Desk is to resolve incidents and complete tasks quickly and effectively, whilst keeping the customer up to date throughout the lifecycle of their ticket within their agreed SLAs in line with ITIL standards. The Senior Service Desk Analyst will oversee this approach. You will work closely with the Service Delivery Mangers and Head of Managed Service functions, to evolve the IPI Service Desk in line with the IPI Managed Service portfolio and ITIL framework. Your key objective will be to ensure the consistent delivery of exceptional customer satisfaction throughout the lifecycle of an incident, problem or change. You will be required to provide incident management – owning the life cycle of the incident and escalate within agreed timescales to ensure incident target resolution times are not breeched. You will also be part of the Escalation Management team, as first point of contact for customer escalations you will need to manage customers’ expectations during this potentially sensitive time. You will also form part of the out of hours Duty Manager rota.

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