Overview
Portfolio are proudly representing our client, a market leading SaaS business, in their search for a Service Desk Analyst. You will be the first line of support for external software users, handling issues with the App or Online platform. This is an ideal entry level role for anyone looking to progress in a service desk career, with the relevant knowledge and experience.
Purpose
We are looking for a highly capable service desk analyst to assess and optimize the performance of end-user software. You will analyse the performance of IT systems, resolve IT equipment and software issues, and provide IT support to clients and personnel through phone calls and emails. A first-class service desk analyst will have IT system analysis knowledge and experience in an IT support role, delivering 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.
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 and provide first time resolution to basic questions and training needs.
* Gather information from the client, investigate complex technical issues and escalate to second line support.
* Take ownership of complex technical queries and keep regular contact with clients, ensuring updates and resolutions are communicated.
* Keep CRM (Salesforce) up to date, logging all calls as cases against the correct account.
* Provide one-to-one training as required based on client needs.
* Escalate complaints that cannot be resolved at first touch to the customer care team.
* Ensure Service Level Agreement adherence and meet or exceed Key Performance Indicators.
* Arrange and sit Microsoft Teams meetings with clients for support queries.
Required Skills and Experience
* In-depth and current knowledge of computer programs and hardware.
* Proficiency in 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, Health Shield access, EAP service, and refer a friend scheme.
* Pension scheme contribution increasing to 5% after 5 years’ service and 7% after 7 years’ service.
* Group life insurance, eye care contribution, travel season ticket loan, milestone recognition.
* Discounted products and membership schemes (various partners listed in the original posting).
* On-site gym and related wellness perks.
* Cycle to work scheme after probationary period.
INDMANJ
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Portfolio Payroll Ltd is acting as an Employment Agency in relation to this vacancy
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