Service Desk Analyst

2 weeks ago

York, United Kingdom IT Talent Solutions Ltd Full time

Service Desk Analyst / Software Support Engineer / Implementation Consultant required for my client based in York for a permanent role paying £25-32k DOE

My client (a Software as a Service (SaaS) business) have an opening for an IT Support Analyst to support their products and then potentially move into more of an Implementation type role.

My client is open to hybrid working but ideally wants someone local.

You will be helping to deliver a fully working software platform to clients to meet and exceed their business needs and expectations. Full training on the system will be provided.

RESPONSIBILITIES

Reporting to and working under the direction of the Support Manager
- Manage day to day support tickets for all Live clients
- Ensure that SLA responses and quality targets are always met
- Configure system features based on agreed client requirements in order to deliver desired outcomes
- Take responsibility for the accuracy and quality of own work
- Presentation of configured solutions to internal stakeholders and the client
- Respond positively to internal and client feedback and take appropriate action as part of quality assurance and User Acceptance Testing (UAT)
- Manage, research, and resolve issues, interacting with customers via a web-based support desk
- Work with scrum teams escalating advanced IT support cases.
- Day to day involvement with projects in the implementation phase, reporting to Support Manager on progress, concerns, or issues as they arise. Work across multiple projects within the defined onboarding process
- Assist Support Team with client questions and queries during post-implementation transition phase
- Feedback to and work with Product Team on continued enhancement of product features, based on client input
- Develop requirement gathering and analytical skills over time

ESSENTIAL SKILLS AND EXPERIENCE
- Excellent interpersonal skills including written and verbal communication.
- Ability to build and maintain relationships, both internal and external
- Analytical, creative thinker, and avid problem-solver
- Fast learner, ability to absorb complex information
- Flexible and dynamic attitude, ability to context switch
- Excellent time management skills
- Adhere to the company’s values of Team, Trust, and Transparency
- Willingness to learn and grow

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