Service Desk Analyst

3 weeks ago


Manchester, United Kingdom The Portfolio Group Full time
Job Title: Service Desk Analyst - Chat and Email

We are seeking a highly skilled Service Desk Analyst to join our team at The Portfolio Group. As a Service Desk Analyst, you will be responsible for providing exceptional customer service and technical support to our clients via chat and email.

Main Responsibilities:
  • Provide timely and effective responses to all inbound email and live chat queries.
  • Troubleshoot technical issues to identify the root cause and provide first-time resolution to basic questions and training needs.
  • Gather information from clients to investigate complex technical issues and escalate to second-line support when necessary.
  • Take ownership of technical queries and maintain regular contact with clients to ensure any fixes are communicated effectively.
  • Update Salesforce to ensure all calls are logged as cases against the correct account.
  • Provide one-to-one training as needed to clients based on their requirements.
Requirements:
  • Excellent customer service and technical skills.
  • Ability to work in a fast-paced environment and prioritize tasks effectively.
  • Strong problem-solving skills and attention to detail.
  • Excellent communication and interpersonal skills.

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