Primary Service Desk Analyst (Shift)

Employee - Full Time

Leicester, United Kingdom

Great Career Opportunities

Global Reach

Company Growth

Job Description

Here at TBA Leicester we continue to grow and as such we are now recruiting Primary Service Desk Analysts to join our Service Delivery team. As our team continues to grow we are looking for a range of experienced individuals - 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.

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 are able to demonstrate previous experience in a similar technical IT support role, 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.

Right now we are recruiting a Primary Service Desk Analyst to join our team.

What are we looking for?

You will ideally hold a 2:1 BSc Honours Degree, or higher, in an appropriate subject or have equivalent industry experience.

We are a multi-national group of companies producing market leading, large-scale, distribution and supply chain software products used by customers worldwide with substantial growth plans over the next 5 years.

  • Salary: £negotiable, depending on skills and experience
  • 33 days annual leave
  • Childcare Voucher Scheme
  • Central East Midlands location, easily accessible from M1 and A46
  • Fast growing and market leading organisation
  • "I enjoy the type of work and the environment that I work in"

    Stephen Barker

    Electrical Control System Design Engineer

    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.

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    Skills & Experience

  • Technical knowledge in the following areas: MS and Linux O/S - SQL, Oracle,
  • Database and Application support experience within a SQL, Web & Server environment- essential
  • Exposure to ITIL practices
  • Previous Logistics IT experience preferable, but not essential
  • Customer focused
  • Good problem-solving skills
  • Organised and disciplined
  • Good listener
  • Team player
  • Due to the location of our customers, this role is a based on shifts, where 1 week in 7 will result in working 22:00-06:00, and as such does attract a shift allowance.

  • Key Responsibilities

  • Triage, troubleshooting, diagnosing and resolving (based on knowledge) application & database related technical issues within a SQL, Web & Server 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 and linking recurring Incidents to open problems
  • 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

  • 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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