Service Desk Analyst

Role purpose / summary

The Service Desk is a key IT function and delivers the leading practice, customer-focused approach defined by VWFS' IT Services Strategy to all in VWFS UK, VW Bank Ireland and the retail network, with associated high levels of service and satisfaction.

Key Skills/ requirements

• Responsible for a technical 'first time fix' where possible, working towards defined targets and KPIs.
• Responsible for ensuring internal and external calls are answered effectively and efficiently and within the required SLA.
• Responsible for assigning the correct impact and urgency of incidents and requests.
• Engage with all support teams to deliver resolution of incidents and ensuring customer satisfaction
• Own incident resolution throughout local subsidiary with input from headquarters and 3rd party providers.
• Manage multiple work channels, ensuring each work queue is maintained and appropriate management information provided daily to the IT Contact Centre Manager.
• Responsible for organising own daily work tasks using the incident management system.
• Communicating written and verbal updates with stakeholders from all levels within the business.
• Administration and resolution of complaints, escalating where required.
• Create and maintain knowledge base and local working instructions.
• Manage escalations for all service users, providing full business impact analysis.
• Responsible for activities that require Service Desk approval for new products and services accepted into service.

DECISION MAKING SCOPE

• Providing decisions on first line analysis and impact assessments in conjunction with the defined procedures and support from IT Services management.
• Decisions required when escalating to out of hours support when systems are not functioning as expected and immediate intervention is required.
• Decision required when progressing an escalation to a manager in the IT escalation process

KEY CHALLENGES

• Demonstrating regular ability to analyse new and unknown scenarios and provide steer and decision to support the best customer journey.
• Being able to manage consistent approaches to challenges, internally and externally from the department.

Mandatory

• Experience in an IT Service Desk role, with Personal Computer and technical support skills.
• Proven experience of Microsoft Office.

Desirable

• ITIL foundation qualified.
• Service Desk / Customer Care certification.
• Previous experience in Financial Services, Automotive Finance or retail consumer finance (B2C).

SKILLS & PERSONAL CHARACTERISTICS REQUIRED

• Time and priority management skills to enable efficient customer service delivery.
• Self-motivated and a strong team player.
• Ability to competently support incident resolution both independently and as part of a team.
• Ability to learn and support new applications and systems.
• The ability to influence others (both internally and externally) is essential in order to support users in completing actions.
• Proven verbal and written customer handling skills to enable customer satisfaction.
• Ability to cope within a pressurised environment whilst meeting deadlines.
• Proven analytical skills.