Service Desk Night Shift Cardiff £23,000 + 15% shift allowance Our client is a leader in the design, development and management of smart-ticketing solutions which help to join up passengers' journeys across the UK. Role Purpose To provide technical and customer support to external and internal customers. Service Desk Experts provide responsive, professional and competent technical support of incidents. They influence and improve the quality of knowledge articles as well as support training activities within the desk environment. This role is for a night shift and is part of a 24/7 rota using 12 hour shifts - 4 on 4 off. Key Accountabilities Technical Capability. Works within a team as a systems/product specialist (e.g. detailed knowledge of the configuration of interlinked systems, implementing technical changes and contributing technically to service development) to support end users. * Process. Follows established processes, releasing to the change control process verified, validated and documented enhancements to eliminate problems and proactively develop the service. * Service Level. Recognizes opportunities to improve performance against Service Level. Acts as a point of escalation for customers to resolve service delivery issues. Monitors performance through management platforms, statistical reporting and analysis. * Project Work. Works within the team or under guidance with implementation of projects to meet service delivery requirements within own area of responsibility. * Customer Relationship. Establishes working relationships with customer's to deliver and enhance the service. * Problem Solving. Takes ownership in obtaining the information, evidence and data required to diagnose and resolve more complex problems (both new and known), Escalates or gains support where appropriate. Proactively analyses, trends and reports on information (e.g. on performance service levels) in a timely manner to resolve problems, maintain and enhance service. * Business Awareness. Understands the requirements of the customer's business, the scope of the contract and knows how issues impact the delivery of service. * Professional Development. Maintains awareness of technical and service developments, taking the initiative to extend own knowledge to learn about products, technologies and techniques to deliver an enhanced service. Please apply by following the link or contact Jonny Mills at Experis for further details.