Job Description
Helpdesk Analyst
REMOTE / Coventry/Bristol UK
About the company:
Our client is an international company with offices in the UK, US, Portugal and Canada. They work with enterprises and SMEs to create applications, solve data issues and innovate in order to drive successful and measurable business outcomes.
They are looking for a Helpdesk Analyst to join their talented team and to work on their extraordinary projects.
You will be based in your own home, with visits to their offices, or their clients offices when required. This role requires the ability to travel to their clients offices in the UK.
Role Overview:
The role is responsible for providing exceptional customer service and some technical analysis and support to external clients across geographical locations, ensuring an overall high level of customer satisfaction on an ongoing basis. All calls and requests are to be resolved within or exceed client service level agreements.
Duties and Responsibilities:
Proactively drive forward tickets to a successful completion
Providing second line support on the company's helpdesk Interface and third party saas solution
Working closely with colleagues, developers, testers and a variety of end users to ensure technical compatibility and user satisfaction
Managing incident tickets and priorities
Provide training and documentation to clients on company proprietary software
Participate in regular face-to-face (or virtual) client meetings
Understand and communicate thorough information to the technical team
Learn and understand bespoke systems to be able to triage effectively
Be willing and able to communicate positive and negative messages to a client and the internal team in a professional and calm manner
Be willing and able to articulate complex issues to the internal and external stakeholders in a logical and well thought out format that allows them to feel the issues are in hand
Essential Skills:
Confidence in facing corporate clients in remote and face to face meetings
Ability to interact with technical staff to communicate support requirements and elicit additional information
Previous experience of working within a Service Desk environment
Analytical thinking and proactive at problem resolution
Good personal planning and organisational skills (attention to detail)
Excellent Customer Service skills
Good documentation skills
Strong problem solving skills
Computer literacy
Preferred Skills:
Previous knowledge of Learning Management System in an automotive background
Experience using the following tools and applications are a plus:
Freshdesk / Freshservice Ticketing system
Microsoft Visual Studio Online
Cisco WebEx
Google Drive / Docs / Sheets
Next step:
Please apply ASAP with your CV, gross salary expectation and availability.
Our client is an equal opportunity employer who encourage diversity in the workplace.