Job description
Associate Service Desk Analyst

SUMMARY

We are an innovative and market-leading software & services company based in Chorley serving clients in the utility sector ranging from new entrants to large existing suppliers. We deliver sophisticated software solutions and managed services in a Private Cloud infrastructure, servicing both traditional and modern real-time, smart energy clients.
We operate a Hybrid working policy so you will be able to flex between working in the office and your home location to carry out this role, however during your initial training period the need to be in office with other team members will be essential. Our UK office is based in Chorley, which is where you will be based.
While this position is full-time, we are open to discussing flexible working patterns that accommodate individual needs. If you require flexibility in your work schedule, please let us know during the application process, and we will do our best to accommodate your needs.

As Associate Service Desk Analyst you will be responsible for ensuring that ESG’s customers receive excellent customer service. You will be responsible for triaging calls raised on the Service Desk portal, ensuring the correct prioritisation is applied alongside making sure enough detail is provided on the ticket before it is assigned to the relevant team.
Working in a busy and dynamic service desk environment, a willingness to ‘get stuck in’ and contribute outside of your specific area of responsibility is needed. You will have a strong customer focus and seek to continuously improve the service desk function internally and service desk experience or ESG’s clients.
· Responsible for the triage of service desk calls received including correct prioritisation and allocation to the first- and second-line support teams
· Responsible for logging and responding to service desk calls & emails that are submitted to the ESG Service Desk.
· Responsible for the management, monitoring and escalation of service desk tickets to ensure they meet or exceed contracted SLAs or OLAs
· Responsible for customer escalations received via email or by phone
· Working across departments within ESG to ensure appropriate and timely resolution of service desk tickets.
· Providing courteous, professional, timely and helpful responses to customer enquiries on the helpdesk
· Responsible for helping to build excellent customer relationships
· Improve efficiencies through the automation of the reporting suite wherever possible
· Responsible for the maintenance, both internal and customer facing, service desk documentation
· Administration of the Service Desk tool as required
· Participate in ISO27001 and ISO9001 accreditations
· Understand the principles of ISO27001, ISO 9001, other regulatory obligations and ensure compliance in our service desk processes
· Participate in a programme of continuous improvement, to ensure the support systems and processes are appropriate to changing company and customer requirements