Senior 1st Line Software Service desk Analyst

2 months 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?

If you are looking for a new challenge with a good progression pathway, please apply today and we'll be in touch

My Client is recruiting a Senior 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 You must have helpdesk experince within a SaaS business, you will be resolving technical issues for over 80,000 service users having problems with the software/App. You will also be a coach and point of escalation for the rest of the team, so your software knowledge will need to be extensive if you are an experienced Software SDA who enjoys a fast pace and being a leader within your team, please apply today and we'll be in touch

Responsabilities

Operates as a point of escalation for the service desk.
Supports the team with technical advice and customer service skills.
Supports the Team Lead/Manager with allocation of tasks.
Prioritises workloads for an effective delivery of service.
Provides the team guidance to record and track data for our services.
Conducts QA sessions and provides feedback for service reports.
Fulfils the tasks of a First Line Service Desk Analyst
Always ensure Service Level Agreement adherence (SLA's)
Meets and exceeds Key Performance Indicators (KPI's)

The above is not an exhaustive list of responsibilities and successful applicants may be expected to undertake additional tasks to support the Service Team and business needs.

Each level of progression carries the caveated requirement to fulfil any previous roles in periods of high demand.

What you will get in return

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'
Opportunity to expand your knowledge from an experienced, friendly team and progression
Modern working environment in Manchester City CentreINDMANJ

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