About us:
SSP is a leading operator of food and beverage outlets in travel locations worldwide, with c.42,000 colleagues in over 600 locations across 37 countries. We operate sit-down and quick service restaurants, cafes, lounges and food-led convenience stores, principally in airports and train stations, with a portfolio of around 550 international, national and local brands.
These include our own brands Upper Crust, Millies Cookies etc. as well as franchise brands such as M&S, Starbucks and Burger King.
Our purpose is to be the best part of the journey, and this is underpinned by our aim to bring leading brands and innovative concepts to our clients and customers around the world, with an emphasis on great value, taste, quality and service.
About the role:
The Service Desk Analyst is the first point of contact for the users who call our IT Service Desk. While providing the highest level of customer service, the Service Desk Analyst answers incoming calls, tracks all information in a call logging system, uses documentation along with their expertise to resolve tier 1 requests in a timely fashion.
The Service Desk Analyst escalates unresolved problem/issues/requests to the 2nd line support team. Troubleshooting basic end user issues on various software applications, hardware, network and telecommunications systems and provide basic desktop support.
Currently providing support from 6am to 7pm Monday to Friday and 6am - 5:30pm Saturday (subject to change)
What you'll be doing:
- Answer calls coming into the Group IT Service desk.
- Respond to tickets logged via portal and email.
- To quickly and efficiently deal with users’ issues and resolve their tickets
- To attend calls with 3rd party suppliers to discuss open tickets
- To escalate anything unresolved to 2nd Line or third parties
- To handle escalations to the desk by raising with management
- Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined call logging software.
- Become familiar with helpdesk policies and services
- Become familiar with the Systems, Network, Database, Desktop Engineers. programmers, developers, and each team in the IT Department
To be successful in this role you will need:
- Two years’ experience in a similar role.
- Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others ability to work under pressure, maintaining accuracy whilst achieving timescales
- Excellent inter-personal and communication skills – both oral and written with a strong customer service and team motivation focus
- High level of accuracy and attention to detail
- Ensuring processes are followed but able and willing to go the extra mile to make things happen fast when appropriate
- Excellent oral and written communication skills.
- Good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it.
- Ability to work with or without direct supervision.
Belong at SSP:
Diversity and Inclusion is a priority at SSP. We are an equal opportunities employer committed to engaging all of our people, so they feel valued and motivated; we champion diversity, promote inclusion, and ensure equality.
We respect and protect human rights and prevent discrimination; and we positively impact our communities. We encourage and welcome applications from a diverse range of candidates regardless of background, gender, race, religious beliefs, disability, sexual identity and orientation or age.