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 endeavour 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** * 3-4 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.