Service Desk Analyst
Service Desk Analyst
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Job Description
Analysis of the Customer / Stakeholders problems and requirements
Provide first line investigation and diagnosis and promptly prioritises and allocates unresolved issues as appropriate.
Interpret user problems and identifies solutions and helps to implement these
Effective escalation and management of complex and unresolved incidents
Act to respond to day by day operational needs assisting in avoiding service disruptions and maintaining coherence to (SLA)
Execute required processes to ensure Quality outcomes in Member Servicing
Work effectively with the DevOps teams to ensure a robust process is in place for system monitoring
Be the coordination point when system incidents are incurred contacting the appropriate on call staff when system monitoring identifies a degradation in service and provides up to date information to impacted stakeholders
Review and assist with the automation of scheduling tools to support fund compliance
Maintenance and reporting of adherence to SLAS for P&Ts Service Desk Catalogue
Contribute to creation and maintenance of support documentation
Use data to review existing processes to understand: Bottlenecks inefficiencies and where improvements can be made. The ability to connect repeated issues and insights to effectively provide recommendations and improvements the wider P&T team to consider in future iterations
Qualifications :
Prior experience as a Service Desk Analyst or similar role
Strong communication skills able to collaborate and communicate effectively with customers and stakeholders
Excellent analytical and problemsolving skills
Experience with Jira service desk
Prior Financial Services industry experience
Experience with tools like Jenkins and Postman
Additional Information :
Why youll love working at GROW
- ME Days Take an additional 3 days of leave off per year for wellness!
- Birthday Leave Take an extra day off per year on your birthday!
- Community give back days organised by us!
- Learning & Development Budget up to $500 per year to use on your own development!
- Hybrid Work Arrangement We have a true hybrid arrangement!
- Exciting Discounts Think movie tickets gift cards & even electronics
Looking for a job can be stressful and we dont want you agonising over the wording of your cover letter so dont include one. Just make sure your CV is wellwritten and detailed enough so we can get a better idea of the type of person you are. Even if you dont meet every single requirement but you feel inspired to join our mission we encourage you to send in your application. You never know you could be the perfect person to join our team!
We are a Circle Back Initiative Employer we commit to respond to every applicant
#LIHYBRID
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
