Portfolio are proudly representing our client, a market leading SaaS business in their search for a Service Desk Analyst. Dealing with external software users, you will be the first line of support for those experiencing issues with the App or On-line platform. You will have good levels of technical ability, good customer service skills and capability to explain things simply to non-technical people! This is an ideal entry level role for anyone looking to progress in a service desk role with the relevant knowledge and experience!
Job Purpose
We are looking for a highly capable service desk analyst to assess and optimize the performance of our end-user software. You will be analysing the performance of IT systems, resolving IT equipment and software issues, and providing IT support to our clients and personnel through phone calls and emails. To ensure success as a service desk analyst, you should exhibit sound knowledge of IT system analysis and experience in an IT support role. A first-class service desk analyst will be someone whose IT expertise and customer service results in enhanced end-user support and system performance.
Hours of work
Rota basis of either 8:00am - 16:00pm, 8:30am - 16:30pm, 9:00am - 17:00pm, 9:30am - 17:30pm Day-to-day responsibilities:
Provide all inbound support queries to the service desk via all Omni channels.
Provide a response to all inbound email queries.
Troubleshoot technical queries to identify the type of query raised and provide first time resolution to basic questions and training needs.
Gather information from the client, investigating any complex technical issues and escalate second line support.
Take ownership of any complex technical queries and keep regular contact with client ensuring any updates and resolutions are communicated to the client.
Keep CRM (salesforce) up to date ensuring all calls are logged as cases, accurately against the correct account.
Provide one to one training as and when required based on client's needs.
Escalate any complaints which cannot be resolved at 1st touch to the customer care team.
Always ensure Service Level Agreement adherence.
Meet and exceed Key Performance Indicators.
Arrange and sit Microsoft Teams meetings alongside clients with support queries.
Required skills and experience
In-depth and current knowledge of computer programs and hardware.
Proficiency in customer relationship management (CRM) and task management software.
Exceptional analytical and problem-solving skills.
Advanced collaboration, communication, and interpersonal skills.
Excellent organizational and time management skills.
Benefits
Enhanced holidays - 25 days increasing to 27 after 2 years' service and 28 after 5 years' service (22 Days for Field Sales)
Private health care cover after 5 years' service
New business referral scheme
Access to Health Shield
Access to the EAP service
Refer a friend scheme
Paid birthday leave
Pension scheme contribution increasing to 5% after 5 years' service and again to 7% after 7 years' service
Group life insurance
Eye care contribution
Travel Season Ticket loan scheme
Milestone recognition
Discounted products - Manchester City centre parking (AO Arena) / First Bus Travel Club Membership / Microsoft Home User programme / Anglian Home Improvements
Pace health Club (situated in the park Inn) discounted gym membership and spa treatments
Park Inn 20% off food and drink
New Century food and drink discount
Revolution De Cuba food and drink discount
Cycle 2 Work scheme* after probationary period
On site Gym
Bright Exchange perks
51243LFR
The Portfolio Group are acting on behalf of our client in recruiting for this position.
Neutral 2–4 sentence summary of what working at this company is like, drawn from public reviews and press coverage. Tone, collaboration style, pace, benefits highlights.
