Placement Service Desk Analyst


Leicester, United Kingdom

Great Career Opportunities

Global Reach

Complex Projects

Job Description

We are looking for Service Desk Analyst for a 12-month industrial placement within our company.  You will be working for a highly renowned organisation that is part of a multi-national group of companies that promotes a creative and dynamic work environment.  Our organisation produces market leading, large-scale, distribution and supply chain software products used by customers worldwide and is undergoing substantial growth, including at the graduate level.
We are proud to have a truly global customer base, and provision of a 27x7 technical help desk in support of our Warehouse and Port Solutions applications. You will join our Global Service Delivery team and be part of a demanding and growing environment. You will deliver technical support services to our customer base and build your understanding of our complex Warehouse and Port Solutions software products. This is an exciting opportunity to gain experience within a sector-leading and multi-award-winning organisation.

You will be offering excellent problem-solving skills and have a customer-focused mentality; this is not your run-of-the-mill service desk role and offers a springboard to proven future career advancement within our company. 

Delivering high quality customer-facing and internal projects.

What are we looking for?

A desire to learn and a passion for customer excellence is a must. Naturally being customer-focused and looking for a technical challenge is essential too.


To be successful in this role we're looking for candidates who have had exposure in a similar technical IT support environment, whether this is whilst studying, during work experience or any other environment.

  • You will hold a good set of A levels, or equivalent, and be currently studying a BSc Honours Degree in Computer Science, Software Engineering or equivalent
  • Highest ethics and integrity with a proactive attitude
  • The ability to multi-task and the discipline to meet operational delivery standards
  • A high-level understanding of software development methodologies and techniques
  • Excellent analytical, organizational, and problem-solving skills, as well as a detail-oriented approach
  • Good interpersonal skills and enthusiasm to collaborate closely with colleagues
  • Strong written and oral communication skills in English, to both your colleagues and customers at a non-technical level
  • Be highly motivated, with the self-discipline to manage workload
  • Exposure to ITIL practices advantageous
  • "I enjoy working with the development team trying to help them achieve great things"

    Mark Cullen

    Senior Software Engineer / Scrum Master

    Job Description

    TBA Group was established over 30 years ago; we’re award-winning and one of Europe’s leading software development companies for the intermodal and logistics companies. Through our innovative software, we produce market leading, large-scale, distribution and supply chain software products used by customers worldwide.
    The work we do is complex, challenging and rewarding and together with a relaxed, friendly atmosphere and a close-knit team, we believe we offer a unique working environment; our enviable staff retention rate speaks volumes about our ethos. It’s our aim for further substantial growth over the next 5 years and with our sights set on our ambition and there are opportunities for career advancement within our thriving, award-winning professional organisation.

    Key Responsibilities

  • Trouble shooting, diagnosing, and resolving application & database related technical issues within a SQL, Web & Server Process environment (skills and knowledge of products to be built-up over time)
  • Call triage
  • Being first point of contact via phone, email, and customer portal. Managing customer liaison, pro-active feedback, and progressing customer queries from ticket creation to resolution
  • Log calls in the Service Desk call logging system
  • Call follow-up with 2nd line analysts, development leads and 3rd parties where necessary
  • Flagging common issues for problem investigation and resolution
  • Linking recurring Incidents to open Problems
  • Customer feedback and ticket resolution
  • Daily/weekly monitoring checks on customer systems following runbook instructions
  • Logging and organising hardware maintenance incidents with 3rd party vendors
  • Review TBA Leicester’s 3rd party support contracts and flag when renewal is required
  • Organise Escrow deposits
  • General service desk duties as requested by the Support Team Leader
  • Creating and championing Knowledge for common issues
  • Maintaining documentation and Configuration Management Database
  • You will receive

  • Salary: Competitive
  • 25 days annual leave plus UK bank holidays
  • Flexible Working Time and Flexible Working from Home policies.
  • Workplace Pension
  • Central UK Location
  • Fast growing and market leading organisation
  • 1. Submit your application

    Simply click on the vacancy you wish to apply for and follow the instructions.

    2. Shortlisting

    Shortlisting normally takes around five working days. If you are selected after the initial assessment, you will be invited for a face-to-face interview or an interview via MS Teams.

    3. The Interview Stage

    We always give applicants adequate time to prepare and we strongly advise to do as much research as possible. Your interview process will be communicated ahead of time.

    4. Offer Stage

    If you have been successful, congratulations! Our interview stage is meticulous and by no means easy. So, if you’ve been offered a place with us, we wholeheartedly welcome you to the team and look forward to exciting times ahead.

    Interested in this position?

    Apply to join TBA Group team as a Graduate or Sandwich Placement – Service Desk Analyst

    We'd love to hear from you.

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