Position Purpose To provide key customer contact and communication functions enabling the team to achieve agreed service levels, and to contribute to the creation and maintenance of a positive working environment that encourages the exchange and development of knowledge and skills. Position Profile Department: Managed Service Delivery - Service Desk Line of Business: Services Position Description Senior Service Desk Analyst Services - Managed Service Delivery - Service Desk Key Responsibilities Monitor telephone queues & answer calls within stated guidelines. Identify the urgency and impact of Requests / Incidents and adhere to set processes. Take ownership of any Major Incident (MI) and provide timely updates to stakeholders. Coordinate and Liaise with internal and external stakeholder. Record and provide meaningful, relevant, timely and accurate updates in the Enterprise Toolset. Provide escalation support for Service Desk Analysts through Queue Management, Knowledge Review, and Qual...