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Technology Service Desk Support Analyst

Date: 06-Jan-2022

Location: Cardiff, GB

Company: ABP

We’re the UK's largest ports operator with a network of 21 ports around Britain. We handle around one quarter of the UK's seaborne trade and contribute £7.5 billion to our economy every year.

It’s a story we’re proud of but it doesn’t end there. We’re transforming our business and embracing the future.

We offer a vast range of roles spanning the UK, all rooted in a culture that welcomes diversity, fosters talent, encourages internal movement and progression, and places safety as our number one priority.

 

 

 

The Role:  Technology Service Desk Support Analyst

Purpose:

To provide customer focused IT support function across several locations and ensure the service provided is of a consistent, high quality. 

The role will require excellent customer service skills, a natural aptitude for problem solving and the ability to work in an effective team. candidate must be able to maintain effective contact with a disparate technology team through instant message, phone, teleconference, email, and video conference.

 

Accountabilities

  • Resolution of Incidents, Service Requests and Alerts to agreed service level targets and quality standards
  • The Assisting, guiding and where required mentoring colleagues
  • Consistent approach when handling tickets within the Service Desk, as defined in the IT policies and procedures
  • Troubleshooting / managing technical issues (and recording and documenting actions and solutions)
  • Escalating incidents and service requests promptly when necessary
  • Tracking, monitoring, and communicating request status to customers through to resolution or escalation
  • Reacting to monitoring alerts and daily checks that suggest system failure
  • Providing an effective and efficient service to all our customers
  • Planning and prioritising requests and workload
  • Active involvement in service improvements and challenging current working practices

 

About you:

The ideal candidate will be a pro-active individual, eager to get stuck in to this exciting and fast-paced industry and work hard. To be successful in this role, you will have excellent communication skills, with the capability to assist both colleagues and customers.

 

Additional Information:

When joining ABP you will find an environment that is both welcoming and challenging. We reward our employees well and offer a generous remuneration package, employer pension, private health insurance and a range of other benefits.
Please note that ABP undertake random screening for substance abuse and operate a zero-tolerance policy. A medical will be required before starting this position also.

We are an equal opportunities employer and we welcome applications from all suitably qualified persons regardless of their background, which helps us to provide a diverse and inclusive working environment.