Sr. Service Desk Support Analyst

Summary of the position

Support services provide high quality operational and technical application and systems support to PMC’s customers and internal business functions. This role is crucial to ensure great customer satisfaction for our customers and resolving the customers issues at first point of call.

As our support team is co-located in the UK and India, cross cultural awareness and the ability to communicate is essential. This is a customer service role but an interest in technology and providing impeccable service to our customers is key.

Key accountabilities

• Serve as the first point of contact for IT support via phone, email, or ticketing system.
• Log, categorize, and prioritize incidents or requests, ensuring accurate documentation.
• Troubleshoot hardware, software, and network issues, resolving them within defined SLAs.
• Escalate unresolved issues to L2/L3 teams with clear diagnostic notes and follow up to ensure closure.
• Mentor and support junior service desk analysts in handling technical and procedural queries.
• Maintain and update knowledge base articles and standard operating procedures.
• Monitor recurring incidents and contribute to root cause analysis and resolution efforts.
• Ensure compliance with IT security policies and service management protocols.
• Perform Daily BAU tasks and help the DTL with any ad hoc tasks.
• Continually protect the PMC brand by ensuring an awareness of the impact of non-delivery on PMC’s reputation with the client

Please note, that this role works on a rotational shift basis to ensure sufficient coverage for 24/7 and meet the needs of the business.

Skills and Experience | Essential

• Fully fluent in English
• Experience in either a technical or customer service support environment, preferably high-volume inbound calls
• Excellent interpersonal and communication skills
• Extensive problem-solving skills

Skills and Experience | Desirable

• Experience within the retail, hotel or leisure environment, with an insight of systems such as tills / EPOS, PMS / reservation systems etc
• Experience in providing services to agreed SLAs