Senior Service Desk Analyst
- Location
- Aberdeen City, Scotland, United Kingdom
Recognise when an issue cannot be resolved within the Service Desk and ensure it is escalated to the correct resolver team with the right information and evidence. Monitor assigned work and take action where tickets are ageing, stalled, approaching SLA breach or at risk of impacting the customer. Maintain … Customer Experience & Service Delivery Provide professional, clear and timely communication throughout the Incident or Request lifecycle. Build customer confidence through ownership, technical credibility, accurate information and consistent follow-through. Understand the impact of technical issues on the customer, their users and the wider service. Set realistic expectations and ensure ...