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Service Desk Analyst
3 months ago
Job Title: Customer Service Analyst
Company: Technology Business
- Location: Birstall, Batley
- Contract Type: Permanent, Full Time
- Working Style: Hybrid
- Hours: 37.5 hrs per week
- Working Pattern: 7.5 hours per day between 07:00 – 19:00 (Mon - Fri)
**Important**
A full security clearance is required for this role. Candidates must have lived in the UK for 5 or more years to be considered.
What does a day look like for you here?
Part of a friendly team that consists of other Analysts and Specialists, you'll provide support to customers for incident resolution and requests. Your team knows how to get the job done but also have a laugh too. Start your day by checking the on-going tickets in your queue to see if there are any updates to get up to speed. Once updated, you'll answer incoming calls from customers throughout the day and do your best to resolve any issues they might be experiencing.
Always aim to resolve issues quickly but there will be instances when you'll need that extra bit of help. In those instances, you can escalate tickets to help get a speedy resolution and continue delighting customers. Support a wide range of customers from Solicitors to other internal IT Teams. The support provided is normally done over the phone, but there will be tickets you can resolve via email as well.
So, what are we looking for?
Logical mindset and enjoy puzzles. Good problem-solving skills are key to success in this role. Being resourceful will also serve you well as you may conduct your own research to solve some issues. Being passionate about all things technical never hurts. This role is customer facing, so in addition to your technical abilities, you'll naturally be a Customer Service Superstar.
You should also have:
- Proven success in customer-facing roles, delivering top-notch, timely services.
- IT Service Desk background, consistently meeting SLA targets.
- Proficient in ITIL processes for Incident and Problem management.
- Hands-on experience with efficient IT Service Management tools.
- Expertise in ITSM, especially with ServiceNow.
Who are we?
With big ambitions and a friendly northern culture, we're a managed service provider with a passion for delivering business improvements to customers. Trusted by thousands to deliver IT solutions that make life simple and productive.
Did we mention the perks?
From day one, you'll have access to a range of excellent benefits. You'll receive a generous annual leave allowance, access to training platforms, discounted health plans, health & wellbeing programmes, and enhanced family friendly policies.
We want you to have the best work-life balance possible. You'll also receive additional days of annual leave for each year you are with us. Special events like birthdays and weddings? You get one free day of leave to enjoy.
Your benefits will include:
- Hybrid Working: You'll have the opportunity to work on a hybrid basis which includes a combination of hybrid and office-based working.
- Annual Leave: Kick off your journey with a generous annual leave allowance. Watch it increase 1 day per year as a thank-you for dedication.
- Birthdays & Weddings: Celebrate in style with one free day of annual leave for your special events.
- Learning & Development: Access to internal learning platforms and Apprenticeships to develop your skills and reach your goals.
- Health & Wellbeing: Immediate access to discounted health plans, virtual GP services, eye care scheme, and employee assistance programme.
- Discount Platform: Immediate access to internal discount platform with over 1,200 retailers and benefits.
Ready to join the UK's go-to managed service provider? Apply today or contact our friendly Talent Acquisition Team for more information.
