Service Desk Analyst

£ 27,000 + benefits

Cambridge-hybrid/remote

About the Role

Our Service Desk Analysts provide 1st line support to our customers, ensuring timely resolution of requests in line with a published Service Level Agreement (SLA). You will aim to maintain a high level of customer satisfaction upon receipt of incidents & raised tickets. You will become an integral member of the Service Desk team keeping the Customer Service Manager updated on escalation of incidents where necessary and promote the Service Desk to provide customers with a one-stop service support solution. 

Responsibilities

  • Provide support to customers via ticket system, telephone and email 
  • Set up customer users in the Service Cloud system and provide password resets
  • Follow communication procedures, guidelines and policies
  • Proactively use and monitor the Service Cloud system and key service delivery platforms and the customer applications
  • Take ownership of  unassigned tickets and work with colleagues to continuously review and keep abreast of incoming requests. 
  • Escalate incidents where necessary to ensure the development for smooth, timely solutions of tickets 
  • Coordinate incident resolution with the Enterprise Team to agreed Service Levels and Targets
  • Handle complaints, provide appropriate solutions and alternatives within set time limits and follow up to ensure resolution 
  • Compile weekly and monthly reports of outstanding and resolved issues 
  • Keep records of customer interactions, process customer accounts and file documents 
  • From time to time visit customer site to assist with ‘Hand Over to Support’ introduction and/or be on customer site for ‘Go-Live’

Requirements

We are looking for a talented, team-oriented individual who wants to make a difference. We place great emphasis on enthusiasm and motivation and the willingness to accept early responsibility. Delivering exceptional service with a smile and adding “sparkle” to all steps of the ticket resolution process.

  • Skilled in delivering exceptional customer service.
  • An effective communicator; verbal, written and telephone 
  • Ability to work to own initiative in a dynamic, fast paced environment
  • Ability to prioritise tasks and manage time effectively
  • Ability to think critically, problem solve and use own judgement 
  • Strong interpersonal skills and a collaborative approach to working in a team setting
  • Capable of applying the correct methods and tools in order to provide accurate, valid and complete information.

Desirable

  • Previous Service Desk experience with an understanding of help desk requirements 
  • Understanding of the ITIL Incident Management Process 
  • An Interest in and understanding of Cloud Technologies