Senior Service Desk Analyst

Position Purpose

To provide key customer contact and communication functions enabling the team to achieve agreed service levels, and to contribute to the creation and maintenance of a positive working environment that encourages the exchange and development of knowledge and skills.

Position Profile

Position Description

Senior Service Desk Analyst

Services - Managed Service Delivery - Service Desk

Key Responsibilities

• Monitor telephone queues & answer calls within stated guidelines.
  
• Identify the urgency and impact of Requests / Incidents and adhere to set processes.
  
• Take ownership of any Major Incident (MI) and provide timely updates to stakeholders....