Service Desk Analyst

Service Desk Analyst

We are seeking a high-performing, self-motivated individual who is driven by providing exceptional support for our customers. Our Manchester office currently has an opportunity for a professional and experienced individual to fill the role of Service Desk Analyst, who will report to the Service Desk Team Lead, carrying out day-to-day duties as a Service Desk Analyst.

What does the role involve?

• Deliver an excellent level of service to customers and employees by telephone and email communication.
• Day-to-day operations involve following established procedures for incident management, and service requests and liaising with Vendors through the lifecycle of support tickets.
• Complete 1st line support for Unified Communications, Network Services, IT Administration and Security Applications.
• Manage support inboxes to ensure support queries and incidents are dealt with professionally and promptly.
• Monitor dashboards to ensure tickets are processed and actioned effectively and within SLA.
• Work under best practices and continuously develop as a team.
• Proactive monitoring – Identify customer alarms and react to alerts accordingly with the engineering teams.
• Complete ad-hoc tasks within the Autotask ticketing system such as scheduling Changes, planned maintenance works and ensuring engineer time is billed.
• Collaborate with the Engineering Teams to ensure IPI meet all KPI's around Service Desk processes.
• Manage the communication for customer onsite resource planning and staff rotation days.
• Daily handovers with the Out-of-hours team.

Personal Skills and Attributes:

• A good understanding of customer relationship management and ITIL within a customer service environment
• Customer-oriented with strong communication and interpersonal skills, and ability to handle problematic customer conversations
• A driven and committed team player with a flexible approach to work is essential with a personal and technical range of skills to adapt to the company needs
• Solid Office 365 skills; Microsoft Word and Excel
• Can Do Attitude - Possess a natural initiative and pro-activeness to their method of working.
• Highly organised and exquisite communication and people skills
• 2 years' minimum support experience on a customer-facing Service Desk or, previous experience working within a technical support team environment
• Support experience within a UCaaS or CCaaS product (desirable but not required)
• Networking and Cloud knowledge (desirable but not required)

What is it like to work for IPI?

IP Integration is dedicated to creating intelligent contact centre and IT solutions and supporting services which are unrivalled in the industry. Our breadth of knowledge and experience spans products and services from the world's leading information and communication technology vendors; enabling us to deliver award winning, value-add solutions.

We are an agile, highly accredited organisation with over 20 years heritage in delivering contact centre solutions to businesses across the UK. We invest heavily in customer experience, our people and our culture – putting people at the heart of everything we do.

IPI is a Disability Confidence Employer. The Disability Confidence scheme is a government scheme designed to encourage the recruitment and retention of disabled people and those with health conditions. We have made a commitment to have inclusive and accessible recruitment, to offer an interview to disabled people when they meet the role requirements and provide reasonable adjustments where required. If you have any physical or mental impairment that could be classed as a disability under the Equality Act 2010 and would like to be guaranteed for an interview under the Disability Confidence Scheme, please indicate on your application/CV.

Hearing back from us

Due to the number of applications we expect to receive, we regret that we will only be able to respond to those that are shortlisted. If you haven't heard from us within 21 days, then your application has not been successful. We thank you for your interest in IPI.

Job Types: Full-time, Permanent

Pay: £25,000.00-£26,000.00 per year

Work authorisation:

• United Kingdom (required)

Work Location: Hybrid remote in Manchester M1 2EJ