Senior Service Desk Analyst — Hybrid (Telford)

Experis (Austria); Shrewsbury; Hybrid; GBP 72,000 - 98,000; Full time

Job summary

Experis is seeking a Service Analyst to join our Digital Platforms Run and Change team in the UK. The role focuses on senior service desk activities, overseeing scripts for analysts and guiding one or more analysts while ensuring coverage and quality of service.

The position involves a 6-month contract in Telford, with a mix of on-site and remote work. A BPSS clearance may be required and the daily rate is £460.

Qualifications

• Own and update the script for service desk analysts.
• Coach and develop service desk analysts, and manage availability.
• Identify process improvement opportunities and contribute to their implementation.
• Resolve user requests, maintain high customer service, and handle complex complaints.
• Produce relevant IT service reports and discuss reporting changes with stakeholders.

Responsibilities

• Monitor inbound calls and support operators in service resolution.
• Intervene in difficult calls and ensure timely resolution.
• Support the team to maintain service levels and performance metrics.
• Contribute to continual service improvement initiatives.
• Collaborate with stakeholders to communicate data insights.

Skills

Service desk

Incident resolution

Customer service

Problem management

IT service reporting

Tools

ITIL

Job description

Experis is seeking a Service Analyst to join our Digital Platforms Run and Change team in the UK. The role focuses on senior service desk activities, overseeing scripts for analysts and guiding one or more analysts while ensuring coverage and quality of service.

The position involves a 6-month contract in Telford, with a mix of on-site and remote work. A BPSS clearance may be required and the daily rate is £460.