Job Description
Are you tech savvy and customer focused?\n\nDo you have good customer service and problem-solving ability?\n\nWant to work for a vibrant, market leading software company?\n\nIf you are looking for a new challenge with a good progression pathway, please apply today and we'll be in touch!\n\nMy Client are recruiting a service desk analyst to help their customers having technical difficulties with their HR software. You must be tech savvy and able to troubleshoot, whilst remaining customer focused. Their clients are at the heart of the business, they want to deliver the best service they can and give every customer the best experience!\n\nMain Responsibilities\n\nAnswer all inbound support queries to the service desk within SLA.\nProvide a response to all inbound email queries within SLA.\nTroubleshoot technical queries to identify the type of query raised and provide first time resolution to basic questions and training needs.\nGather information from the client, investigating any complex technical issues and raise with second line support.\nTake ownership of any technical queries and keep regular contact with client ensuring any fixes are communicated to the client.\nKeep salesforce up to date ensuring all calls are logged as cases against the correct account\nProvide one to one training as and when required based on client's needs.\nEscalate any complaints which cannot be resolved at 1st touch to team leader/manager\nContribute to the business goal of migrating all HRonline users to the new platform\nEnsure Service Level Agreement adherence at all time\nMeet and exceed Key Performance IndicatorsThe above is not an exhaustive list of responsibilities and you may be expected to undertake additional tasks to support the Service Team and business needs.\n\nWhat you will get in return\n\nProfit share scheme\nDay off on your birthday\nPerkbox discounts\nAccess to Employee Assistance Programme\n25 days' holiday, plus bank holidays.\nPension Plan and Life Insurance.\nCompany incentives, access to discount schemes.\nFree On-site gym\nHolidays increase after 2 and 5 years' service.\nSocial sessions on the last Friday of the month with free food and drink - we call this 'Fun Friday'!\nOpportunity to expand your knowledge from an experienced, friendly team and progression\nModern working environment in Manchester City CentreINDMANJ