Service Desk Analyst

3 weeks ago


Harrogate, United Kingdom Welcom Digital Limited Full time

We have a great opportunity at Welcom Digital for an individual who is passionate about delivering excellent customer services, with a get up and go attitude If you are looking to bring your skills into the IT sector, this is the job for you.

Our Client Services Analyst role is responsible for ensuring that support and problem-solving skills are in place during key business hours. Your primary focus is to take the lead for 1st and 2nd line incidents, investigating all issues as far as possibleand if required, working with the Client Services primary resource pool for development fixes.

We will provide product training to ensure that you are comfortable speaking to clients to resolve issues, making you an expert not only in our specific products or offerings but also our internal processes that support our customers.

We are looking for a focussed, experienced Customer Services professional who will look to go the extra mile for our customers, resolving their issues and delivering excellent customer service.

**Responsibilities will include**:

- Work as part of the Client Services Team to provide expertise and highly effective customer service.
- Maintain a high level of knowledge of all products within the company and carry out first and second line investigation on all of these.
- Investigate incidents and support the resolution process.
- Provide effective, professional communication with customers during the life cycle of the request/incident.
- Work effectively and communicate clearly in a dynamic team environment.

**About you**

**Benefits**
- Hybrid working
- 25 days holiday, increasing to 32 days
- Buying & Selling holiday scheme
- Salary sacrifice pension scheme
- Career progression plans
- Electric Vehicle salary sacrifice scheme

**About Us**

We are a software house based in Harrogate, with over 40 years’ experience in delivering successful, commercial software projects. Our Client Services team support live customers using our innovative and flagship loan management solution, Financier, workingwith a breadth of clients spanning all areas of the highly regulated financial services sector. Our clients include FTSE 100 companies such as Next PLC plus blue-chip organisations such as FGH and Studio Retail Ltd, typically serving between 2 to 3 millionconsumers.



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