Senior Service Desk Analyst (Internal Fulton Hogan)

Only for Internal Applicants

About the Role

Here’s a fantastic opportunity for you to develop your leadership skills within the Service Desk as a Senior Service Desk Analyst!

As a Senior Service Desk Analyst, you will support the team and assist team management with our daily run, ensuring we meet our targets and commitments to the customer.

You’ll work with a team of close knit, like-minded people, who rally each other through the rushes and support each other with more in depth queries.

Responsibilities include:

• Supporting the team with our daily run
• Knowledge Management – ensuring our KAs are up to date and fit for purpose
• Quality Assurance – reviewing calls and tickets and providing coaching where applicable
• Driving customer satisfaction and handling escalations from the customer, and your teammates who need help!
• Coaching and development, including training new starters
• Developing (and maintaining) relationships with key stakeholders across Datacom, Corrections and our vendors.
• Supporting project initiatives

About you:

In our successful candidates, we are looking for:

• A problem solver – You aren’t afraid to voice suggestions to drive continuous improvement, whilst keeping customer experience close to heart
• Strong service orientation, with excellent communication and written skills
• The ability to work without supervision and provide guidance to others as required
• An understanding of ITIL service delivery methodology and service desk (or the willingness to learn more if you haven’t already!)

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