About the role
The purpose of the Senior Service Desk Analyst is to complete the duties of a Service Desk Analyst and to support the Service Desk Squad Manager and manage the team in the Squad Manager's absence.
This is to be achieved by the Senior Service Desk Analyst fulfilling the responsibilities of the role.
Supervision of day-to-day tasks of Service Desk Analysts and the telephone and ticket management queue to ensure team output meets at least the required service level agreement, operational and delivery standards and supports Fujitsu's financial targets.All customer calls, including escalations (incoming and outgoing) dealt with promptly and in aprofessional manner in line with Fujitsu processes and customer SLA's.Manage delivery of internal and customer reports within deadlines so as to satisfy routine general controls audits that may be undertaken by Fujitsu or the customer from time to time.Champions ...