IT Service Support Analyst

☞ Transport for Wales

View: 102

Update day: 07-05-2024

Location: Pontypridd Wales

Category: Information Technology

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Please note - this position is only available to candidates employed within Transport for Wales. If you are not eligible to apply for this position, your application will not be considered.

Join Our Journey – Together we will Make it Happen

Here at Transport for Wales we are preparing for the future. We will be building new stations, introducing new trains, and transforming the rail network across Wales and the Borders. This brings opportunity – for Wales’ economy, and for you.

Our vision is to create a world-class railway that will enable Wales to prosper for generations to come. But achieving this depends on the quality of our 2600+ people and the environment we create to enable them to succeed.

Delivering excellent customer service is very important to us and we have a fantastic opportunity for someone to join the IT team in a role that offers plentiful opportunities of learning, gaining more experience and progression. As an IT Service Support Analyst you will help the IT team deliver excellent customer service in handling all incoming help requests from customers via telephone and email. This is a role where you will build relationships and use your communication skills to obtain full problem details from customers to ensure customer IT issues/requests are dealt with effectively and efficiently. In some instances where you cannot resolve the customers issues, you will escalate when required to the appropriately experienced IT team or 3rd party supplier.

Handling all customer relations in a courteous manner, it will be your responsibility to ensure that every call is recorded, tracked and documented appropriately on the Service Desk system. You will be required to take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner. In addition, you will be involved in testing software and resolution fixes and also assist staff with requests for information and provide staff training if required.

As a customer focused IT professional, it is essential you have good verbal and written communication skills with an ability to organise, prioritise and manage your time and workload to achieve maximum levels of efficiency. You will have a good basic understanding of IT Knowledge and will be PC literate.

This is a great opportunity to join a dynamic team, during an exciting time of transformation and growth. Please see attached job description for further information.

Job Type: Full-time

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Deadline: 21-06-2024

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