1st Line Service Desk Analyst

TBA Group is a leading international provider of software and services for ports, terminals, and warehouses with over 150 live installations worldwide. We aim to support our customers during the entire life cycle of their operation from design to implementation to optimisation of their operation. We believe that simplicity lies at the heart of performance of container and bulk terminals. We distinguish ourselves from other firms, by applying state-of-the-art tools such as simulation and emulation allowing our customers to make decisions based on data.

You will be working with people of diverse talents and backgrounds. As we are committed to growing our people, we will provide you with opportunities that broaden your knowledge and strengthen your professional & technical skills. Working at TBA, over your career, you will be presented with opportunities to visit and work at customer and other TBA company locations, both within the UK and internationally.

Here at the TBA Group we are looking to recruit a 1st Line Service Desk Analyst on a permanent basis in Leicester.

TBA Group is a leading international provider of software and services for ports, terminals, and warehouses with over 150 live installations worldwide. We aim to support our customers during the entire life cycle of their operation from design to implementation to optimisation of their operation. We believe that simplicity lies at the heart of performance of container and bulk terminals. We distinguish ourselves from other firms, by applying state-of-the-art tools such as simulation and emulation allowing our customers to make decisions based on data.

You will be working with people of diverse talents and backgrounds. As we are committed to growing our people, we will provide you with opportunities that broaden your knowledge and strengthen your professional & technical skills. Working at TBA, over your career, you will be presented with opportunities to visit and work at customer and other TBA company locations, both within the UK and internationally.

As a key player within the Service Delivery function, you will be involved in the maintenance, and support of our Warehouse Management and Terminal Operating Systems. TBA are proud to play our part in supporting global trade and enabling supply chain operations of our customers in the UK.  

To work within an ITIL best practice framework to provide Technical Application Support services for TBA Warehouse & Port Products & Services.

Key Responsibilities;

• Triage of Support Tickets and Phone Calls
• Troubleshooting, diagnosing, and resolving of application & database related technical issues within a SQL, Web & Server Process environment
• Being first point of contact via phone, email and customer portal. Managing customer liaison, pro-active feedback and responding to customer queries from ticket creation to resolution
• Assignment and follow-up with 2nd Line Application Support Engineers , Development Leads, and 3rd parties where necessary
• Flagging common issues for problem investigation and resolution
• Linking of recurring Incidents to open Problems
• Daily/weekly monitoring checks on customer systems as per schedule
• Logging and organising hardware maintenance incidents with 3rd party vendors
• Recurring activity / data requests from customers
• Review TBA Leicester’s 3rd party support contracts and flag when renewal is required
• Creating and championing Knowledge for common issues
• Maintaining system and operational documentation

What are we looking for;

You will have a strong customer-focused approach and be experienced in working in a support Service Desk environment with an ability to work calmly and efficiently. You will work proactively both independently and as part of a team delivering high quality outputs and driving operational and customer service excellence.

After a period of initial training and future progression, the role will require working as part of a 24x7 shift team (including bank holidays and out- of-hours)

• Application Maintenance/Support experience
• Experience of working in a IT Service Management environment and ideally with ITIL exposure
• Someone comfortable working with both Linux and Windows operating systems
• Someone that has the ability to diagnose issues in complex software applications by working through log files / interpretation of data
• Basic SQL knowledge
• Strong computing literacy skills

What we offer;

• Salary: £negotiable, depending on skills and experience
• Pension up to 6 % matched contribution
• Private Health Insurance - BUPA
• Cash Plan - BUPA
• Life assurance 3 x Salary
• Flexible/hybrid working culture
• Employee discount scheme with retailers