Job Description
Junior Service Desk Analyst
Woking (hybrid)
Full time, permanent
£20,500 per annum
Our client is part of a Group of companies who provide digital communications services and products to organisations across the UK and US. They are the leading intranet solution for public service organisations including the Department for Work and Pensions, Department for Transport and the Home Office. Our product is designed to give employees a voice and provide them with all the tools they need to self serve and work efficiently.
They are extremely proud of their culture and working environment. What they do is innovative and transformative and are continually challenging themselves to develop new and better services.
Working for our client means your part of a fun, inclusive, nurturing, vibrant team of ambitious individuals. You will be a valued member with great career progression opportunities where openness, transparency and fairness are expected of everyone.
The role
As a Service Desk Analyst you will be the first point of contact for customers who are experiencing technical issues or require assistance with their products or services. You will play a crucial role in ensuring customer satisfaction by providing prompt, efficient, and effective support.
Your duties will include analysing and diagnosing technical problems, guiding customers through troubleshooting processes, and escalating issues to higher-level support teams when necessary.
Responsibilities include
• Answering incoming customer inquiries via our ticketing system, phone, email, chat, or other communication channels.
• Assessing and diagnosing customer problems or issues with products or services.
• Providing technical support and guidance to customers, including walking them through troubleshooting processes.
• Logging, documenting and generally administrating customer interactions and technical issues in our ticketing system.
• Collaborating with other support agents, technical teams, and management to resolve customer issues and improve processes.
You will need to have excellent communication skills, the ability to work well under pressure, and a passion for delivering exceptional customer service.
Required experience
• Minimum 6 months experience in a customer facing role
• Either Government SC cleared or be eligible for clearance
• Good understanding of SaaS models and the associated service requirements
• Excellent written and verbal communication skills
• Excellent attention to detail
• Excellent organisational skills with the ability to prioritise and plan your workload
Nice to haves
• Knowledge of ITIL methodologies
• Experience with JIRA service management
If this exciting Service Desk Analyst opportunity sounds of interest, please apply now to be immediately considered.