Service Desk Analyst

2 weeks ago

Doncaster South Yorkshire, United Kingdom TBA Group Full time

Service Desk Analyst

TBA Group produces market leading, large-scale, distribution and supply chain software products used by customers worldwide and is aiming for further substantial growth over the next 5 years. We are looking to recruit a Service Desk Analyst on a permanent basis in Doncaster .

As a Service Desk Analyst you will be responsible for providing technical support to our clients, ensuring timely resolution of issues, and maintaining high levels of customer satisfaction.

Please note; although we offer hybrid / flexible working - you will be required to come to the office at least 3 days per fortnight, so someone within commuting distance to Doncaster is required. This role provides cover over an extended day; the working hours will be 05:30 – 14:00 and 08:30 – 17:00 in weekly rotation.

Key Responsibilities of a Service Desk Analyst;

  • Serve as the first point of contact for clients seeking technical assistance via phone, email, or ticketing system.
  • Triage, diagnose and troubleshoot issues, guiding clients through solutions or escalating to the appropriate team when necessary
  • Manage customer liaison, pro-active feedback and customer queries from ticket creation to resolution
  • Log calls in the Service Desk call logging system
  • Flag common issues for problem investigation and resolution and linking recurring Incidents to open problems
  • Daily/weekly monitoring checks on customer systems

Required Key skills and Experience

  • Excellent communication skills, both verbal and written, with a customer-centric approach
  • Some technical knowledge in the following areas :- MS O/S, MS Office Suite, application support
  • Strong problem-solving skills and ability to think critically under pressure
  • Organizational skills
  • Time management
  • Exposure to ITIL practices
  • Ability to work independently and as part of a team in a fast-paced environment
  • Customer focused
  • Good problem-solving skills

Desirable

  • Previous experience in a technical support role, preferably in a software company.
  • Knowledge of MS SQL an advantage

What we offer

  • Salary: £negotiable, depending on skills and experience
  • 33 days annual leave (includes 8 Bank Holidays)
  • Private medical with BUPA
  • 6% Contributory Pension Scheme
  • Hybrid working
  • Excellent working environment

So, if this sounds exciting - why not come and join us as a Service Desk Analyst.

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