The role holder will be a senior Analyst responsible for ensuring their own incident and requests are logged, tracked, resolved and measured within the given SLA's, whilst ensuring adherence to ITIL processes. They will be responsible for driving the overall queues against SLA for their team, acting as a single point of contact and subject matter expert for the service desk analysts. They will step-up and deputize for the Team Leader, understanding the impact of service and SLA and will be a 24*7 shift role. The role holder will have the ability to analyse data and trends providing performance data to drive team and people performance against SLA.

Qualifications and Experience:

  • Responsible for work distribution to the Service Desk analyst
  • Responsible for upskilling and training Service Desk analysts
  • Responsible for Operational Control Centre
  • Ensuring the correct priority is given to incidents
  • Identifying analyst's skills gaps
  • Development of Service Desk Analysts
  • Self-motivated
  • Measurement of team performance against KPI's and SLA's
  • Creating and sharing of knowledge documents
  • Ability to problem solve
  • Daily/Weekly/Monthly reporting
  • Excellent customer service skills
  • Ability to work within a team environment
  • Excellent written and verbal communication skills
  • Can work under pressure
  • Ability to work independently
  • Participation in the change process
  • Participation in ad hoc project work
  • Ensuring all P1 incidents follow incident management process
  • Step up for major incident management when Team Leader is on holiday
  • Ensuring service catalogue is kept up to date
  • Participate in regular 1:1 meeting with Team Leader
  • On call support on a rota basis
  • ITIL Foundation certified
  • Experience with end user compute including Active Directory, Office 365 and Citrix.
  • Worked in a Service Desk environment with measured KPI's and SLA's for a minimum 2 years
  • Responsible for personal development including keeping up to date with all training material provided and ensuring training is reflected in the skills matrix.
  • Ensuring process are executed to the set targets and SLA's



  • Carry out all activities of the role and processing activities (as above) as directed by the Company through its policies, procedures and training to ensure the success of the operation including the following:
  • Full compliance:
    • Health & Safety
    • Training
    • Equal Opportunities
    • Harassment
    • Data Protection
    • Security
  • Remain up to date with all station notices relating to policies and procedures
  • Remain up to date with all relevant operational, systems and Customer Service training
  • Maintain a safe and secure working environment at all times
  • Comply with the Company's open, fair and honest reporting culture

Close map
Edinburgh - HQ
2 Lochside Avenue, Edinburgh Park, Edinburgh, United Kingdom, EH12 9DJ
  • Salary:
    Commensurate with skills and experience
  • Location:
    Edinburgh - HQ
  • Region:
  • Function:
  • Vacancy Type:
    Full-Time Permanent
  • Hours Per Week: