Poonam Pitrola Email & Phone Number

London, Gb

London, Gb

London, London, Gb

London, London, Gb

London, London, Gb

London, London, Gb

•To provide first line support for system problems, resolving where possible using technical toolsetand documented procedures or passing to second line teams •Assist Team Leaders with daily tasks and representation at meetings•Provide an efficient, cost effective and customer focused desk•Prepare service reports for Key Accountabilities•Achieve Customer Satisfaction •Resolve problems efficiently within appropriate timescale•Respond to problems requests from customers on a daily basis•Fix issues within SLA•Liaise with second line teams if required•Escalate issues and trends to team members and management•Monitor core business systems on a daily basis •Communicate with the team to share best practices and common problems•Point of contact between the customer and 2nd line support•Point of escalation to for Management •Comply with Service Desk processes and procedures• Drive efficiency and operational improvements•Improve KPIs•Work with 2nd line support teams to improve 1st line resolution rates• Performance manage Junior Service Desk Analysts•Train to Junior Service Desk Analysts•Experience across the specific technical areas the Service Desk including StoresSupport, Infrastructure Support, Business Apps and Security Admin•Proficient in the knowledge of the IT infrastructure •Experience of delivering service quality within an ITIL framework•Ability to think logically, analyse situations and problem solve•Analytical skills, being able to quickly acquire an understanding of a problem or situation and identify practical alternatives weighing up the benefits to recommend a solution•Systematic, disciplined and analytical approach to problem solving with demonstrable verbal and written communication skills•Ability to communicate and transfer knowledge and skills across the team andBusiness Unit•Ability to work under pressure and successfully prioritise and work and time for self and others