2nd Line Service Desk Analyst

We are looking for a highly capable service desk analyst to assess and optimize the performance of our end-user software. You will be analysing the performance of IT systems, resolving IT equipment and software issues, and providing IT support to our 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 results in enhanced end-user support and system performance.

Responsibilities:

• Operates as a point of escalation for the service desk.
• Supports the team with technical advice and customer service skills from any of the Client channels.

• Provides the information flow from other departments to support First Line Analysts
• Advises the team to upcoming changes to the systems and services.
• Uses experience to investigate escalated problems with basic SQL queries.
• Gather information from the client, investigating any complex technical issues and escalate second line support.
• Take ownership of any complex technical queries and keep regular contact with client ensuring any updates and resolutions are communicated to the client.
• Keep CRM (salesforce) up to date ensuring all calls are logged as cases, accurately against the correct account.

• Provide one to one training as and when required based on client's needs.
• Always ensure Service Level Agreement adherence.
• Meet and exceed Key Performance Indicators.
• Arrange and sit Microsoft Teams meetings alongside clients with support queries.

Requirements:

• In-depth and current knowledge of computer programs and hardware along with a basic awareness of SQL.
• Proficiency in customer relationship management (CRM) and task management software.
• Exceptional analytical and problem-solving skills.
• Advanced collaboration, communication, and interpersonal skills.
• Excellent organizational and time management skills.

What you will get in return

• Profit share scheme
• Day off on your birthday
• Perkbox discounts
• Access to Employee Assistance Programme
• 25 days' holiday, plus bank holidays.
• Pension Plan and Life Insurance.
• Company incentives, access to discount schemes.
• Holidays increase after 2 and 5 years' service.
• Free breakfast every Monday and social sessions on the last Friday of the month with free food and drink - we call this 'Fun Friday'!
• Opportunity to expand your knowledge from an experienced, friendly team and progression
• Modern working environment in Manchester City Centre

INDMANJ