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Service Desk Analyst/Software Support Analyst/IT Support Analyst

1 month ago

Manchester, United Kingdom The Portfolio Group Full time

Are you tech savvy and customer focused?

Do you have good customer service and problem-solving ability?

Want to work for a vibrant, market leading software company?

My Client are recruiting a service desk analyst to help their customers having technical difficulties with their HR software. 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

Answer all inbound support queries to the service desk within SLA.
Troubleshoot technical queries to identify the type of query raised and provide first time resolution to basic questions and training needs.
Gather information from the client, investigating any complex technical issues and raise with second line support.
Keep salesforce up to date ensuring all calls are logged as cases against the correct account
Provide one to one training as and when required based on client's needs.
Escalate any complaints which cannot be resolved at 1st touch to team leader/manager
Ensure Service Level Agreement adherence at all time
Meet 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.

Profit share scheme
Day off on your birthday
Perkbox discounts
Access to Employee Assistance Programme
25 days' holiday, plus bank holidays.
Pension Plan and Life Insurance.
Company incentives, access to discount schemes.
Holidays increase after 2 and 5 years' service.
Free breakfast every Monday and social sessions on the last Friday of the month with free food and drink - we call this 'Fun Friday'
Modern working environment in Manchester City CentreINDMANJ