Service Desk Analyst job in Trafford Park


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Job Ref: 7367

Job Type: PERM

Location: Trafford Park

Salary: £20,000

Date Posted: 09-06-2022

Category: Administration Office Support, Customer Services

Alexander Hancock

Ideal opportunity for IT savvy candidate looking for their first role in IT support. Service Desk Administrator/Service Desk Analyst role, once trained HYBRID role, WFH 2 days a week, Customer Service/IT Support, full training given on inhouse software, 1st Line Support role, Excellent company. £20,000 plus excellent benefits

Overview of the role:

The Customer Service Desk is the primary point of contact for all customers and users of the company’s software, systems and devices

The Service Desk provides first line support services to all external customers and users including call logging, placing consumable orders, call/order queries, and initial call troubleshooting, diagnosis and remote resolution where possible.

The Service Desk also provide key administrative tasks directly affecting the end user experience. As the main go to department for the customer the Service Desk liaise closely with other internal departments and external suppliers to investigate and resolve customer queries

This role is an entry level Service Desk position and while previous IT Service Desk experience is desirable, it is not essential.

Key Responsibilities:

•Call handling, logging and processing

•Manage customer queries by emails and phone

•Log service calls and assign to relevant department

•Place consumable orders for customer

•1st line support for customers (troubleshooting, diagnosis and resolution)

•The ability to build sustainable relationships with the customer and their account.

•Proactive order/service authorisation

•Proactive Customer Management

•High levels of Customer Service on every contact with supplier or customer

•Logging calls with 3rd party suppliers, and ensuring customers are aware of updates

•Clear communication and expectation on each and every customer contact.

•Keep customer records of every conversation on the systems database

•Managing customer complaints ensuring resolution

Skills required for the role of Service Desk Analyst:

•Excellent customer service attitude and communication skills both written and verbal

•Basic knowledge and understanding to use desktop software (i.e. internet explorer, outlook)

•Knowledge of DPA process

•Understanding of CRM systems ideal

•Good written documentation skills

•Advanced Investigative and problem solving skills

•Knowledge of complaint handling

•Basic knowledge and understanding of print devices, desktop and tablet software would be ideal

•Good decision making skills

•Good problem solving skills

•Ability and willingness to learn

•Desire to work and develop in a customer facing support role

•Good time management skills

•Ability to work alone and as part of a team to achieve goals

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