Service Desk Analyst

Recruiter
Spencer Clarke Group Ltd
Location
Manchester
Posted
01 Feb 2018
Closes
13 Mar 2018
Contract Type
Permanent
Hours
Full Time
Service Desk Analyst

We are looking for a Service Desk Analyst to join our client in Manchester on the River Irwell. The office is an open plan vibrant space, with plenty of break out areas and chill out zones and there are around 40 current employees, all ages and interests.

The core hours for this role will be 10-4, this is flexible so you would be able to choose for example you could work 7.30-4pm / 10.6.30pm.

You will be responsible for providing first line helpdesk support to external customers, assisting them with Magento software and administration issues via phone, email and helpdesk tickets.

Responsibilities
•Monitor, analyse and respond to all new incidents and service requests via ticketing system, email, telephone and face to face.
•Maintain a high degree of client service for all support queries and adhere to all service level agreements.
•First line support for B2B clients by assisting and taking ownership when dealing with user issues.
•Assisting the team with the management of historic support requests submitted by clients, to review and potentially understand/identify ongoing or recurring issues.
•Work closely with the testing team to help improve quality.
•Work closely with project and BAU teams to ensure development work is coordinated and scheduled in as efficiently as possible.
•Communicate service-impacting issues to the Head of Service.

Experience we are looking for -

•Previous experience with first line client contact and support using an online logging system.
•Knowledge of the principles of service desk support,
•Articulate, organised and strong client facing management skills.
•Excellent communication oral and written skills
•Ability to analyse an issue on a client’s website and provide a concise explanation when escalating issues.
•Ability to handle conflict/stressful situations calmly ad professionally.
•Ability to resolve queries and retain knowledge for future similar calls, thus enabling quicker resolution.

If you wish to apply please send your CV below and you can contact Thomas Humphreys at Spencer Clarke Group (Apply online only)

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