Service Desk Analyst

TerraQuest

Service Desk Analyst- 6month FTC

Location: Birmingham office with the option for remote working 2 days per week

Salary c£25,000 (Pro Rata)

Due to a period of sustained growth we are looking to hire a Service Desk Analyst to join our Birmingham office.

About the role

The Service Desk Analyst will join an experienced team working within an ITIL framework to provide first and second line support for external customers of TerraQuest web services, including the award winning Planning Portal.

Responsibilities

• Maintaining a high degree of customer service, act as a single point of contact for phone calls and emails regarding issues, queries, and requests
• Log, own, and manage tickets in the ManageEngine Service Desk software
• Working with 3rd party suppliers and specialist support groups to undertake analysis, diagnosis, and resolution of issues.
• Respond and resolve tickets in line with Service Level Agreements, proactively escalating incidents when required.
• Carry out pre approved changes, configuration and investigation of issues using bespoke admin tools - training will be provided.
• Liaison with customers and colleagues to seek/provide insight to maintain ongoing improvements to services, existing products, and processes by,Flagging any patterns/recurring incidents. Providing feedback on how existing products and services can be improved, including potential business opportunities
• Daily reporting and administrative tasks
• Work with the Service Manager to ensure that disruption to the availability of services and customer service levels are kept to a minimum
• Ensure expected level of customer service met by:
• Ensuring that customers can contact the Service Desk during the published supported hours (08:00 - 18:00), adhering to the rota and escalating any potential concerns as early as possible.
• Ensuring sufficient knowledge of services and associated processes and procedures

Candidate

Essential Criteria

• Experience of supporting web service, client facing apps
• Good troubleshooting skills with experience of working on a Service Desk, preferably within an ITIL framework
• Good telephone manner with experience of assisting a variety of external customers.
• Good written English, with experience of dealing with external customers by email.
• Experience of using a call logging tool
• ITIL foundation qualification (desirable)

In return you will have the opportunity to work with a business that strongly values its staff with opportunities to progress. A competitive basic salary and generous benefits package.

If you would like to be considered for this position, please apply with an up to date CV.

*Please note due to the high number of applications we receive if you have not had a response within 10 days, unfortunately your application has been unsuccessful.