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Service Operations Analyst
2 months ago
Service Desk Analyst
Salary Range: £23,310 - £30,000
Work Arrangement: HYBRID ROLE
Working Hours:
Monday - Friday, 37.5 hours per week
We are a pioneering and leading software and services organization located in Chorley, dedicated to providing solutions for clients in the utility sector, from emerging companies to established suppliers. Our expertise lies in delivering advanced software solutions and managed services within a Private Cloud environment, catering to both traditional and innovative real-time smart energy clients.
KEY RESPONSIBILITIES
- Log and respond to service desk inquiries received via calls and emails directed to the ESG Service Desk.
- Manage the triage process for service desk tickets, ensuring appropriate prioritization and distribution to first and second line support teams.
- Oversee the management, monitoring, and escalation of service desk tickets to guarantee compliance with contracted Service Level Agreements (SLAs).
- Collaborate across various departments within ESG to facilitate timely and effective resolution of service desk issues.
- Provide courteous, professional, and prompt assistance to customer inquiries received through the helpdesk.
- Foster and maintain strong customer relationships.
- Comprehend the principles of ISO27001, ISO 9001, and other regulatory requirements, ensuring adherence in our service desk operations while participating in ISO27001 and ISO9001 accreditation processes.
ABOUT YOU
We are looking for candidates who possess:
- Exceptional interpersonal skills and the ability to work collaboratively within a team.
- Strong written and verbal communication skills, with an articulate and diplomatic approach.
- A commitment to delivering outstanding customer service with a sense of pride and accountability.
- A detail-oriented mindset coupled with analytical thinking.
- Self-motivation and a willingness to contribute beyond assigned responsibilities.
- The ability to project a professional demeanor.
- Capability to perform effectively under pressure.
- A focus on both detail and accuracy.
- The ability to work independently as well as part of a team.
- Tact and diplomacy, with the ability to influence others.
Desirable Qualifications:
- Prior experience in a Service Desk role.
- Knowledge of the industry.
- Familiarity with SQL is advantageous.
- Experience in an ITIL environment is preferred.
- Ability to embody ESG's core values:
-Excellence: Be accountable for delivering our best.
-Passion: Demonstrate our commitment every day.
-Integrity: Act ethically, even when unobserved.
-Collaboration: Work together to achieve collective success.
COMPANY BENEFITS
- Life Assurance
- Health Cash Plan
- Enhanced Maternity Leave: 13 weeks full pay, followed by 13 weeks half pay
- Enhanced Paternity Leave: 4 weeks full pay
- Holiday buy scheme
- Employee Assistance Programme
- Discounted Leisure Memberships
- Cycle to Work Scheme
- Electric Vehicle & Hybrid Car Scheme
- Long Service Awards
- Private Medical Insurance
And many more benefits await you.
For a comprehensive job specification, please visit our careers page under the "Industry Operations" section.
