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Primary Service Desk Analyst

Employee - Full Time

Leicester, United Kingdom

Great Career Opportunities

Global Reach

Exciting Projects

Job Description

TBA Group is part of a multi-national group of companies and promotes a creative and dynamic work environment is looking to recruit a Primary Service Desk Analyst on a permanent basis in Leicester. TBA Group produces market leading, large-scale, distribution and supply chain software products used by customers worldwide and is aiming for further substantial growth over the next 5 years.

We are proud to have a truly global customer base who operate across logistics, warehousing, terminals, and ports, 24/7, where we are on hand to support to provide first point of contact technical application support for our customers, who use our Warehouse & Port applications. To be successful in this role we're looking for candidates who have previous experience in a similar technical IT support role, whilst 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. 

Due to the global locations of our customers and their industries, this role is shift-based. 

Meet the complex challenges in container terminal software solutions

What are we looking for?

We continue to grow and as such we are now recruiting a Primary Service Desk Analyst to join our Service Delivery team. Whether you’re continuing to hone your technical skills, including SQL or you’re an expert in your field, then we'd love to hear from you! Naturally being customer-focused and looking for a new technical challenge is essential too.

 

To work within an ITIL best practice framework to provide first point of contact technical application support for our customers, who use our Warehouse & Port Applications. 

  • Can do attitude
  • Team player
  • Completer/finisher
  • Thorough; leaving no stones un-turned
  • Organised and disciplined
  • Good listener
  • Good problem-solving skills
  • Customer focused
  • Exposure to ITIL practices
  • Previous Logistics IT experience preferable
  • "I heard the vacancy from a friend of mine, applied for the job, the rest is history"

    Szabolcs Gyapai

    QA Analyst

    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 (based on Knowledge) application & database related technical issues within a SQL, Web & Server Process environment
  • Being first point of contact via phone, email and customer portal. Managing customer liaison, pro-active feedback and customer queries from ticket creation to resolution
  • Log calls in the Service Desk call logging system
  • Call follow through 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 run book instructions
  • Logging and organising hardware maintenance incidents with 3rd party vendors
  • Recurring activity / data requests from customers
  • 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: £negotiable depending on skills and experience
  • 25 days annual leave plus UK bank holidays.
  • Flexi-Time policy.
  • Workplace pension.
  • Private Health Care.
  • Employee Perks Scheme
  • Employee Assistance Programme.
  • 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?

    Become a part of the TBA Group team as a Primary Service Desk Analyst.

    We'd love to hear from you.

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