Job Description:

Portfolio are proudly representing our client, a market leading SaaS business in their search for a Service Desk Analyst. Dealing with external software users, you will be the first line of support for those experiencing issues with the App or On-line platform. You will have good levels of technical ability, good customer service skills and capability to explain things simply to non-technical people! This is an ideal entry level role for anyone looking to progress in a service desk role with the relevant knowledge and experience!

Job Purpose

We are looking for a highly capable service desk analyst to assess and optimize the performance of our end-user software. You will be analysing the performance of IT systems, resolving IT equipment and software issues, and providing IT support to our clients and personnel through phone calls and emails. To ensure success as a service desk analyst, you should exhibit sound knowledge of IT system analysis and experience in an IT support role. A first-class service desk analyst will be someone whose IT expertise and customer service results in enhanced end-user support and system performance.

Hours of work

Rota basis of either 8:00am - 16:00pm, 8:30am - 16:30pm, 9:00am - 17:00pm, 9:30am - 17:30pm

• Provide all inbound support queries to the service desk via all Omni channels.
• Provide a response to all inbound email queries.
• Troubleshoot technical queries to identify the type of query raised and provide first time resolution to basic questions and training needs.
• Gather information from the client, investigating any complex technical issues and escalate second line support.
• Take ownership of any complex technical queries and keep regular contact with client ensuring any updates and resolutions are communicated to the client.
• Keep CRM (salesforce) up to date ensuring all calls are logged as cases, accurately against the correct account.
• Provide one to one training as and when required based on client's needs.
• Escalate any complaints which cannot be resolved at 1st touch to the customer care team.
• Always ensure Service Level Agreement adherence.
• Meet and exceed Key Performance Indicators.
• Arrange and sit Microsoft Teams meetings alongside clients with support queries.

Required skills and experience

• In-depth and current knowledge of computer programs and hardware.
• Proficiency in customer relationship management (CRM) and task management software.
• Exceptional analytical and problem-solving skills.
• Advanced collaboration, communication, and interpersonal skills.
• Excellent organizational and time management skills.

Benefits

• Enhanced holidays - 25 days increasing to 27 after 2 years' service and 28 after 5 years' service (22 Days for Field Sales)
• Private health care cover after 5 years' service
• New business referral scheme
• Access to Health Shield
• Access to the EAP service
• Refer a friend scheme
• Paid birthday leave
• Pension scheme contribution increasing to 5% after 5 years' service and again to 7% after 7 years' service
• Group life insurance
• Eye care contribution
• Travel Season Ticket loan scheme
• Milestone recognition
• Discounted products - Manchester City centre parking (AO Arena) / First Bus Travel Club Membership / Microsoft Home User programme / Anglian Home Improvements
• Pace health Club (situated in the park Inn) discounted gym membership and spa treatments
• Park Inn 20% off food and drink
• New Century food and drink discount
• Revolution De Cuba food and drink discount
• Cycle 2 Work scheme* after probationary period
• On site Gym
• Bright Exchange perks

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The Portfolio Group are acting on behalf of our client in recruiting for this position.