- Serve as the first point of contact for clients seeking technical assistance via phone, email, or ticketing system.
- Triage, diagnose and troubleshoot issues, guiding clients through solutions or escalating to the appropriate team when necessary
- Manage customer liaison, pro-active feedback and customer queries from ticket creation to resolution
- Log calls in the Service Desk call logging system
- Flag common issues for problem investigation and resolution and linking recurring Incidents to open problems
- Daily/weekly monitoring checks on customer systems
- Excellent communication skills, both verbal and written, with a customer-centric approach
- Some technical knowledge in the following areas :- MS O/S, MS Office Suite, application support
- Strong problem-solving skills and ability to think critically under pressure
- Organizational skills
- Time management
- Exposure to ITIL practices
- Ability to work independently and as part of a team in a fast-paced environment
- Customer focused
- Good problem-solving skills
- Previous experience in a technical support role, preferably in a software company.
- Knowledge of MS SQL an advantage
- Salary: £negotiable, depending on skills and experience
- 33 days annual leave (includes 8 Bank Holidays)
- Private medical with BUPA
- 6% Contributory Pension Scheme
- Hybrid working
- Excellent working environment
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IT Service Desk Analyst
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Service Desk Analyst - Doncaster, United Kingdom - TBA Group
Description
Job DescriptionService Desk Analyst
TBA Group produces market leading, large-scale, distribution and supply chain software products used by customers worldwide and is aiming for further substantial growth over the next 5 years. We are looking to recruit a Service Desk Analyst on a permanent basis in Doncaster.
As a Service Desk Analyst you will be responsible for providing technical support to our clients, ensuring timely resolution of issues, and maintaining high levels of customer satisfaction.
Please note; although we offer hybrid / flexible working - you will be required to come to the office at least 3 days per fortnight, so someone within commuting distance to Doncaster is required. This role provides cover over an extended day; the working hours will be 05:30 – 14:00 and 08:30 – 17:00 in weekly rotation.
Key Responsibilities of a Service Desk Analyst;
Required Key skills and Experience
Desirable
What we offer
So, if this sounds exciting - why not come and join us as a Service Desk Analyst.
Service Desk Analyst professionals in Doncaster
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Ryan Siow
I prefer to be a more hands on learner, in which I am a believer in specialisation which if someone ...
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Oluwapelumi Tubi
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