Service Desk Analyst / Helpdesk

£20000 - £24000 per annum
18 Mar 2017
17 Apr 2017
Contract Type
Full Time
Service Desk Analyst / Helpdesk Analyst Manchester up to £24,000pa DOE

A Service Desk Analyst / Helpdesk Analyst is required to join an award-winning digital agency based in central Manchester who are going through an exciting time of growth.

It`s a 1st line role BUT they won`t be dealing with printers not working, networking issues, password resets etc. They will however, be speaking to a selection of customers on support (these will be divided up amongst the team) building relationships, assisting with issues that arise and keeping the customer up to date.

The successful candidate will need to have some understanding of how the web works and be able to get their way around the computer however common sense is key here! We will consider candidates that have some technical support experience, however they have to have experience of dealing with external customers and not the normal internal computer fixes etc.
Do you have experience of working under pressure in a customer service type role? Or maybe you have experience in a support analyst role. But you`ll have a basic understanding of the web and how it works. Here`s what you`ll be doing...
- Being the first point of contact for clients understanding the exact issue and advising how best you can help them
- Initially triaging tickets that come into the support desk, updating and responding to clients on a regular basis
- Managing the day to day needs of the client from a support and release management perspective
- Working under pressure and within time constraints determined by SLA`s
- Being able to decide if an issue can be solved within your skill set. And knowing when to escalate the issue internally to the right person
- Owning the relationship between you and the client. But also owning the incidents and issues that arise
- Learning to deploy / restart servers and complete other tasks that are documented and repeatable

We`re looking for someone who is relaxed and calm in a professional manner and is not allergic to technology, a bit tech savvy and has an understanding of or has have dabbled in technology

Service Desk Analyst / Helpdesk Analyst Job Summary -
- Fulltime - Normal working hours
- Salary up to £25,000 with excellent benefits
- Located in Manchester

For more details please apply for an initial call back regarding the role / your experience or call Jonathan Edwards on [Phone number removed] for a confidential chat and more information on the role.

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