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Digital Solutions Analyst

1 month ago

Birmingham, Birmingham, United Kingdom SSP Full time

We are seeking a highly skilled Digital Solutions Analyst to join our team at SSP. As a Digital Solutions Analyst, you will be responsible for providing technical support and solutions to our clients' digital needs.

About the Role

We are looking for someone who can provide expert-level technical support and solutions to our clients. The ideal candidate will have a strong understanding of ITIL fundamentals, experience working in a technical Service Desk role, and knowledge of EPOS systems, network infrastructure, databases, and associated applications.

You will be responsible for escalating unresolved incidents to the 2nd/3rd tier support teams in line with agreed processes, including liaising with external partner organisations where appropriate.

Key Responsibilities
  • Provide expert-level technical support and solutions to our clients' digital needs.
  • Act as the first point of contact for phone calls and self-service tickets regarding D&T issues and log all calls in the designated ITSM ticketing system.
  • Follow standard Service Desk operating processes and procedures, accurately logging all Service Desk tickets using the defined call logging software.
  • Maintain a high degree of customer service, taking ownership of user problems and following up the status of problems on behalf of the user, communicating progress in a timely manner.
Requirements
  • A passion for IT and a willingness to learn and support company growth.

We offer a competitive salary of $55,000 - $65,000 per year, depending on experience. If you are a motivated and detail-oriented individual who is passionate about delivering exceptional customer service, we encourage you to apply.