Hermes Parcelnet

  • Service Desk Analyst

    Town/City Morley
    Posted Date 1 week ago(09/04/2018 16:51)
    Job ID
    Number of Positions
  • Overview

    We are Hermes the UK’s leading consumer delivery company handing over 270 million parcels per year with a 15% growth year on year for the last five years.


    We are embarking on a journey, utilising cutting edge technology to ultimately engage our customers at every touch point in their digital experience.


    As a team, we innovate and challenge the status quo to meet the needs of our broad and varied client base.

    We believe that every team member will play their part in achieving the goals of the team, department and company.  


    As an individual, you'll have the support to grow and progress your career. We are building a learning culture, where it's safe to fail, and failures seen as learning opportunities.


    We are establishing a team of skilled individuals with a passion for technology. 

    Working in a fast paced agile environment, using eXtreme programming and software craftsmanship principles to produce high-quality solutions at speed.


    Role Overview


    To provide a single point of contact for Hermes Service Desk, providing first line diagnosis, resolution and functional escalation of incidents and service requests on the Hermes Service Desk


    • Provide first line logging, diagnosis and resolution of incidents and service requests that enter the service desk via phone call, email or self-service portal to ensure a high level of customer service is delivered
    • Own tickets and provide functional escalation to Ricoh, Hermes and 3rd party supplier resolver groups so that service level agreements can be met on a monthly basis
    • Provide end to end incident and service request management to ensure customers are kept updated on the progress of their tickets
    • Classification and prioritisation of calls in-line with Incident and Service Request Management processes to allow for trending and reporting to drive management information to improve the service Ricoh offer
    • Work in conjunction to company policies, procedures and standards so that behaviours and working practices are in line with the Ricoh and Hermes way
    • Maintain understanding of applicable technologies in use by Hermes to contribute to a higher level of first time fix rates
    • Proactively update knowledge articles so that the service desk can deliver a standardised and repeatable service to customers
    • Engage in “shift left” activities with technical teams to allow more incidents to be resolved at first line cutting down disruption to users and enhancing customer satisfaction
    • Maintain and manage new client set up and configuration within the Client Database for all Hermes Parcel Manager services
    • Assign tickets to the relevant ICAM queues
    • To monitor and triage client issues reported within the  team, to manage and communicate updates internally as required and action as directed by ICAM
    • Approach change in a positive and creative manner to maximise the quality of delivery to clients
    • Develop and maintain strong relationships with the ICAM team
    • Gain an understanding of our clients, their service offerings and integration methods


    • Experience of working in a client facing IT environment
    • Experience of using a service management system such as ServiceNOW
    • Awareness of ITIL framework
    • Must be capable of working unsupervised to agreed timescales
    • Excellent communication skills – both verbal and written
    • Excellent interpersonal skills
    • Ability to develop good relationships with customers
    • Ability to organise and prioritise work in an effective manner
    • Ability to work under pressure
    • Methodical and disciplined approach to work
    • Ability to work well in a team
    • General knowledge of Third party support agreement(s)
    • A basic understanding of Service level agreements or arrangement(s)
    • Experience of providing remote support services across standard desktop / laptop / thin client environments
    • Technical support skills in supporting Active Directory, Microsoft Office, Exchange, Lotus Notes, Citrix, Mobile Devices and Microsoft operation systems
    • Excellent troubleshooting skills
    • ITIL V3 Foundation Certified advantageous
    • Understanding of the different integration methodologies
    • Analytical skills


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