Supporting a UK-wide network of over 5,000 local, expert technology providers, Giacom makes it really simple for technology resellers and MSPs to access everything they need to create brilliant technology solutions for UK businesses.
Working with a highly skilled technical support team, you will provide a single point of contact for all stakeholders in relation to IT issues and incidents. To provide exceptional standards of support to all customers and support a variety of products, services, and platforms.
The Service Desk Analyst should be an experienced customer-focused individual capable handling questions and incidents; triaging and troubleshooting tickets and providing solutions by way of resolution or sharing articles from our customer knowledge base.
This role is a fantastic opportunity for someone technically minded who thrives on providing first class customer service and who is looking to progress their career with a successful and growing software business.
What you'll be doing:
* Provide an exceptional customer experience.
* Providing first class support in a cloud technology environment.
* Ensure adherence to performance targets (team and individual KPI’s).
* Ensure that incidents are dealt with according to customer and priority needs.
* Ensure all incidents are accurately logged.
* Take ownership of logged incidents, tracking the progress of all calls and follow-up with the customer to ensure that they are satisfied with the resolution.
* Follow processes to ensure that a high quality of service is provided to internal and external customers.
* Build relationships within the service desk team, the IT group, and the wider organisation.
* Understand the business and its objectives responsibilities (i.e. strategic objectives).
* Log all incoming calls to the service desk.
Skills & Qualifications
* Proven experience working in a technical support environment, including telephony-based customer service experience.
* Technical aptitude across a wide range of software including email, backup, and security.
* Strong communication skills and ability to engage with people possessing various degrees of technical understanding.
* Technically minded with strong problem-solving skills.
* Ability to understand and follow best practice business processes.
What's in it for you?
* Investment in your future career with a variety of learning and development opportunities.
* No dress code - embrace the freedom to bring your whole self to work.
* 25 days annual leave, plus bank holidays. You'll even get your birthday off, too!
* A pension plan for your future.
* Complimentary refreshments in all our offices.
For a comprehensive list of all our benefits, click here.
Diversity and equality lie at the heart of our values. As an equal opportunities and disability-confident employer, we encourage applications from all eligible candidates, regardless of their backgrounds. We firmly believe that diversity enriches and strengthens our team with a variety of perspectives that drives innovation.