Service Desk Analyst

Kinetic Office Recruitment
Nottingham, UK
21 May 2019
28 May 2019
Contract Type
Full Time
Service Desk Analyst
Circa £20,000

Overview:Our leading technology client are looking for a 1st Line Service Desk Analyst to join their UK customer services team. Here you will receive incoming customer queries and technical issues on a wide range of products, and help to ensure that these are categorised, logged and responded to appropriately.

This role is seen as key entry-point for new starters, there are opportunities to then move on into a variety of roles within the business. Recent post-holders have gone on to become a software trainer, a project co-ordinator and 2nd line support.

This is a great opportunity to join a global technology business that offers excellent staff facilities and plenty of opportunities for advancement within the company.

About them:

They are an innovative, expanding software development company with Modern UK offices in Nottingham and Manchester, plus a global presence with offices around the world, including the Netherlands, Germany, the US, Canada, Qatar, Australia and New Zealand.

They are seeking to recruit a 1st Line Support / Service Desk Analyst for the Nottingham based team. Globally they work with over 3,000 of the leading institutions in more than 30 countries, they are by any measure the world's largest and most influential company operating in this sector.

Key Duties:
  • To be the first point of contact for customer queries and issues.
  • Manage 3rd party support issues in line with customer support contracts.
  • To build and maintain relationships with customers through an understanding of the Company's products and the Customer's environment (Telephone, Written, Face to Face)
  • Ensure that all incidents and other requests are recorded and categorised accurately and with as much detail as possible
  • Able to recognise Requests for Enhancement and ensure that customer RFE's are clearly categorised and documented
  • Search for known solutions and advise customers as necessary, including the provision of documentation where necessary.
  • Contribute to building and maintenance of strong customer relationships and satisfaction by provision of efficient call management and resolution as well as clear communications.
  • Manage own workload in cooperation with team colleagues to ensure that all enquiries are completed within SLA.
  • Provide clear, concise documentation on solutions to enable customers or staff to be able to repeat the process
  • Provide customer support on Windows Desktop where customers have an ICT support contract to achieve resolutions at first contact.
  • Analysis of incoming software calls to identify faults, service requests and requests for enhancement.
  • Maintain call management system and knowledgebase.

Person Specification:
  • You will need to be an enthusiastic and customer-focussed team player who can demonstrate good technical aptitude and excellent communication skills.
  • Previous Service Desk Analyst / 1st Line Support or Helpdesk experience ideally supporting external users in a business to business or business to customer environment
  • Previous software support experience (ideal not essential)
  • Strong verbal and written communication skills. Be able to clearly document customer requests, providing all necessary information. Write clear and unambiguous emails to customers that provide them with all relevant information
  • Highly customer focused, be able to calmly and rationally talk to customers who are in a stressful situation, and empathise with the level of difficulty this is causing.
  • Enthusiastic and determined
  • Must have a positive "can do" attitude showing resourcefulness
  • Technical aptitude, particularly regarding computer software

Please note that due to a high volume of applications across all our adverts we are only able to respond to those who have been shortlisted. If you haven't had a response within 48 hrs please assume you have been unsuccessful.

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