Service Desk Technical Lead
hace 3 días
We are seeking a highly skilled and motivated Senior Service Desk Analyst to join our growing team. As a Senior Service Desk Analyst, you will play an active role in developing the team to provide exceptional customer service and effective technical support.
Key responsibilities include ensuring all escalations are dealt with efficiently, working in partnership with the current Service Desk Team leader to answer queries from the 1st line team, and being a point of contact between the Service Desk and Management.
As a Senior member of the team, you will be tasked with completing standard day-to-day operations while proactively looking to prevent and foresee potential issues before they occur. You will support junior team members, take ownership for tickets within the team, and work alongside the Service Desk Team Leader to manage new and existing processes and projects.
Job Title: Senior Service Desk Analyst
Location: BL9 8RR
Working Rota: Monday - Friday
Working Hours: 40 hours/week
What You'll Be Doing:
- Acting as a point of contact for technical escalations within first line, working alongside and feeding back to Service Desk Team Leader
- Managing major incidents, requests, and problems
- Providing feedback on trends and outstanding issues to the Service Desk Team Leader
- Helping understand and implement new technical processes and support across the team
Salary Estimate: £32,000 - £42,000 per annum depending on experience. This is a competitive salary range based on industry standards and location.
About the Company:
JD Group is a leading omnichannel retailer of Sports Fashion, Street & Premium Fashion, Outdoors, and Gyms with over 60,000 colleagues across 3,400 stores in over 30 markets worldwide. We are an equal opportunities employer who values diversity and inclusion.
Benefits:
- Incremental Holiday Allowance
- Staff Discount on qualifying purchases across Group retail stores and online
- Exclusive Colleague Bike Discount scheme
- Discounted Gym membership
- Personal development opportunities to learn and develop at work
- Access to Apprenticeships and accredited qualifications
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