Help Desk Analyst
Monday-Friday
£25,500
We are looking for a highly capable service desk analyst to assess and optimize the performance of end-user software.
You will be analysing the performance of IT systems, resolving IT equipment and software issues, and providing IT support to clients and personnel through phone calls and emails.
To ensure success as a hybrid service desk analyst, you should exhibit sound knowledge of IT system analysis and experience in an IT support role. A first-class hybrid service desk analyst will be someone whose IT expertise and customer service result in enhanced end-user support and system performance.
Responsibilities:
- Provide support for all inbound service desk queries.
- Respond to all inbound email queries.
- Troubleshoot technical queries to identify the type of issue and provide first-time resolution for basic questions and training needs.
- Gather information from clients, investigate complex technical issues, and escalate second-line support as needed.
- Take ownership of complex technical queries, keeping regular contact with clients to ensure updates and resolutions are communicated effectively.
- Maintain the CRM (e.g., Salesforce), ensuring all calls are logged accurately against the correct account.
- Provide one-to-one training based on clients’ needs.
- Escalate unresolved complaints to the customer care team.
- Ensure adherence to Service Level Agreements (SLAs).
- Meet and exceed Key Performance Indicators (KPIs).
- Arrange and participate in Microsoft Teams meetings with clients to address support queries.
Requirements:
- 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.
- Strong collaboration, communication, and interpersonal skills.
- Excellent organizational and time management skills.