SKILLS, KNOWLEDGE AND EXPERTISE

• Must have an analytical approach to problem solving.
• Can demonstrate excellent communication skills both verbal and written.
• Can communicate technical issues to a non-technical customer.
• Must be self-motivated and able to work without direct supervision, taking responsibility for completing assigned tasks to the required deadlines.
• The ability to work under pressure and prioritise workload effectively
• Experience in mobile device management would be advantageous
• Ability to communicate effectively at all levels
• Knowledge of ServiceNow beneficial

THIS ROLE IS BASED IN OUR COVENTRY OFFICE.

As a Service Desk Analyst, you will be the first point of contact for all customers regarding software related issues. Requests will come through to the service desk via phone, email and web chat so it is important that you possess excellent written and oral communication skills and can deliver high levels of customer service at all times.
All enquiries must be logged on to the ServiceNow application so that all tickets can be effectively tracked and managed and you will be expected to provide first line support whilst working within agreed SLA’s.
You will also be responsible for the efficient and timely escalation of issues and keeping customers informed of progress and/or resolution.
You will be expected to identify opportunities to improve the service provided to our customer base and ensure that at all times the company is represented as professional, courteous and helpful.

KEY RESPONSIBILITIES

• Provide 1st Line Support to all customers (both internal and external) via telephone, email and webchat
• Ensure that all support requests are recorded accurately and professionally on the ServiceNow system so that all tickets can be effectively tracked and managed.
• Ensure any issues which require further investigation are escalated to the Group Leader in a timely manner and clearly documented descriptions of the fault are provided, thus ensuring that a swift resolution can be found.
• Liaise with colleagues across departments to ensure incidents are resolved and customer communication is complete.
• Increase the number of first time fixes by information sharing and documentation of issues on the staff knowledge base.
• Take responsibility for ensuring that customers are kept fully updated at all times on the progress and resolution of issues that they have logged.
• Build strong relationships creating a positive customer experience at all times
• Keep abreast of software developments and ensure any gaps in knowledge are addressed.
• Attend internal and external training courses relevant to company products, as required.
• Follow all standard processes and procedures and implement any changes to working practices as requested to do so.