Functional Support Analyst

 

Location:

London, Kensington

Role purpose:

This is an exciting opportunity to work as part of our UK Service Desk Team, providing support for operational problems reported by our Branches, Call Centre, and Head Office users. You will be responsible for dealing with problems that are reported in our Incident Management system and over the telephone in a timely and professional manner.

Key responsibilities:

• Responding to DTM Operational incidents and calls in a timely and professional manor.
• Ensuring all calls are accurately recorded within the HEAT Incident Management system.
• Using tools, documentation, the HPK Knowledge base, and networking with other areas of the STA Travel business to identify fixes to problems.
• Working in line with existing SLA’s.
• Input into improving HPK, Branch Quick Cards and current support documentation for fault resolution
  Input into weekly analysis of Functional Support calls - helping to drive the call volume down.
• Identifying known problems and highlighting to Service Desk Management.
• Performing the Service Desk early morning and end of day checks.
• Performing the High Level Incident Management communication process.
• Managing individual Branch Network Outages.
• Performing 1st Line diagnostics for Branch Hardware and software incidents.
• Working as part of the 3 weeks Service Desk Shift Pattern, covering 1 in every 3 weekends. 

Key skills, knowledge and experience:

• Good Customer Service Skills
• Ability to manage own time and work to deadlines
• Ability to use initiative to overcome problems
• Can demonstrate ability to work as part of a Team 
• Can demonstrate ability to learn quickly.

The following is a list of desirable, NOT essential skills:

• Experience within the Retail Industry in a similar role, with a good understanding of Branch Sales Operational Processes
• Experience within the Travel Industry in a similar role
• Experience using DTM/View application
• Windows 2000/XP Operating System
• Microsoft Office
• Microsoft Outlook
• Experience using Help Desk software (such as HEAT/Remedy).
• Retail Sales Experience

To apply:

If you are interested in applying for this role please email your CV with a covering letter including salary expectations to recruitment@statravel.co.uk or by post to the following address

HR
Priory House
6 Wrights Lane
London
W8 6TA