Service Desk Analyst

5 days ago

Manchester, United Kingdom ClearCourse Full time

Company description:
Join a rapidly growing collaborative of disruptive technology companies working together to build a brilliant software and payments business.

Since our inception in 2018, we’ve acquired software and services companies at a rate of more than one a month, so as a ClearCourse employee you’ll benefit from the feel of a pioneering start-up environment, with the opportunity to work with significantassets during an exciting phase of our evolution.

Our software products service clients in the Membership Services, Business Services, Events & Leisure, Retail and Payments Solutions industries. Our solutions help organisations become more efficient, effective and profitable, and achieve their goals byproviding them with technology platforms that integrate seamlessly with the most popular CRM, event management and marketing automation platforms.

Job description:
Do you have natural problem-solving skills?

Are you the household tech support?

In this case, the Service Desk Analyst role that we have open could be the chance to further your career in IT and grow in a team that would support your development.

Depending on your passion, the sky is your limit at ClearCourse.

You will have access to the following competitive benefits package that includes life assurance, private medical cover, income protection, company pension and 25 days annual leave, as well as additional flexible benefits to suit your lifestyle and enhanceyour well-being.

As a Service Desk Analyst, you will be responsible for answering customer calls, assessing, and resolving incidents over the phone, accurately logging tickets into ZenDesk, and writing accurate incident notes.

You’ll sit within a team of 12. The team members are a combination of Apprentice Support Analysts, Service Desk Analysts and Desktop Analysts and a Service Desk Manager. This means you’ll have plenty of support and people nearby that you can ask for help.

This is a hybrid role working 37.5 hours a week in Manchester. Office hours are between 8am - 8pm, 7 days a week and shifts vary to cover those hours which is why flexibility in working evenings is a must. There is a requirement for weekend support (eitherSaturday or Sunday) as well once probationary period has been successfully passed and training has been completed.

A typical day would be to work with the customer to identify and diagnose the incidents and understand when to escalate unresolved incidents. You will assess and respond to daily incoming tickets that have been lodged by our customers through our onlinehelp pages and use remote access (Anydesk) tools to offer live assistance to our customers and their EPOS systems.

To succeed, you’ll need 12 months previous experience on a service desk or IT customer service role and interest in IT technologies.Passion for offering excellent customer care is a must.

Everyone will get a response.

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