Senior Helpdesk Analyst

- Own and resolve high-priority incidents where outages impact business continuity or customer trading. - Perform data restoration as part of disaster recovery processes to restore business operations. - Provide out-of-hours on-call support for issues that cannot be addressed during trading hours, including overnight engineering work. - Collaborate with internal and third-party engineering teams to support the restoration of physical server faults. - Partner with first-line teams to simplify complex fixes, restoring operations for customers faster and without escalation. - Identify opportunities for automation as part of a 'shift left' approach. - Create a trusting and highly positive rapport with all customers, ensuring a pleasant interaction. - Diagnose, document, and resolve a wide range of incidents reported by stores, corporate users, and lab staff. - Take a leading role in managing incidents through to completion with a focus on ownership, quality, and consistency. - Ensure internal and external customers are informed of progress on outstanding issues and requests. - Actively engage in the development and improvement of the Technology Customer Service Desk. - Seek and drive opportunities to improve, innovate, and develop processes for the benefit of the team and our customers. - Work to a schedule, utilizing workforce management tools for various duties including outbound incident investigation, system alerts, proactive tasks, and customer care support.