Travelex
Website:
travelex-corporate.com
Job details:
Service Desk – Junior Analyst
Role purpose
The objective of this position is to provide both proactive and reactive first-line technical support across all sectors of Travelex. This role involves collaborating closely with IT colleagues, partners, suppliers, and various business units to establish a centralized point of contact for logging, resolving, and advancing IT-related requirements, inquiries and issues.
Key Accountabilities
Call Management
Deliver Best Practices Of Call Management
To ensure that all calls are logged accurately within IT Service Desk
Capture detail & correct information pertaining to all inbound calls
Incident Management
To ensure all calls are updated and resolved within SLA targets
Undertake first line resolution activities
To take part in knowledge sharing activities; to include both business and technical knowledge sharing
Shift Rota
- To take part in a shift rota to ensure that adequate cover is provided 24/7 per week including weekends and bank holidays. There is an additional leave approved as part of the bank holiday cover.
Communication
Writes and speaks fluently on all aspects of work and communicates effectively
Actively communicate and seek feedback from colleagues and customers
Email
- Ability to write professional emails explaining all factors in one go.
- Take ownership and follow up till resolution.
General
Undertakes any necessary training associated with the duties of the post and participates in training and development procedures
Complies with Travelex policies and standards, including all Company Health and Safety policies and legislation in the performance of their duties and responsibilities
Maintains confidentiality and observes data protection guidelines
Essential
Experience and personal qualities
- 1-2 year’s experience in IT or similar customer support/service delivery role.
Customer service skills with a high level of focus on quality
Ability to communicate in a clearly
Excellent inter-personal skills (verbal and written)
Beneficial to have an awareness of the IT industry in general
Desirable
Understand process improvement requirements
Click on Apply to know more.