Senior Service Desk Analyst
- Location
- City of Edinburgh, Scotland, United Kingdom
experience across all locations. What will you be doing? Serve as the front-line support for users, addressing issues that cannot be resolved through automation or self-service tools Engage with users to understand the intricacies of their concerns, applying a personal touch to ensure user comfort and clarity … Recognise trends and recurring patterns across incidents, requests, and escalations, using insight to highlight root causes and reduce repeat demand Proactively identify opportunities for automation to minimise repetitive tasks and enhance productivity across the firm Identify and champion continual improvement opportunities, improving ways of working, service processes, documentation ...