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Service Desk Analyst

Premium Job From Recruitment Genius
Recruiter: Recruitment Genius
Listed on: 5th January
Location: Manchester
Salary/Rate: £20000 - £23000
Type: Permanent
Start Date: 28/01/2020

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This is an opportunity to join a software house that has developed an energy and devices management framework. They build software partnerships, providing customised solutions based on their product to meet the needs of a business. The software is also widely used by Energy Managers across the public and private industries in the UK.

They are a small company with a large and growing client base, which creates a busy working environment. The UK office is based outside Manchester city centre, easily accessible from multiple forms of transport, and has a professional but friendly atmosphere.

- Act as a first point of contact for all incoming calls
- 1st line support troubleshooting data queries ensuring issue are logged
- Escalate issues to the 2nd line support team in a timely manner
- Keeping customers updated on outstanding tickets
- Take ownership of problems and follow up the status of problems on behalf of the customer
- Meet or exceed defined SLA targets for Service Desk
- Taking responsibility for calls and seeing them through to completion
- Proactively picking up on trends from calls logged
- Updating documentation and knowledge base articles as and when required

- Experience working with a Service Desk
- Strong Excel skills, proven data manipulation and analysis
- Strong communication skills
- Able to prioritise issues and manage multiple issues concurrently
- Proven experience of working in a team and on individual projects

- Experience of working in a software company
- Experience of working in the Energy & Water industry
- Microsoft and Google Suite experience
- Strong problem-solving skills
- Customer service focused: committed to providing exceptional service across all channels - written, phone and face to face

- On Site Parking
- Pension Scheme
- Flexible working
- Smart Casual dress code with Casual Friday's
- Small, friendly team
- More to Come

Located in the Manchester Science Parks, off Oxford Road
Occasional travel to clients can be expected
Small team expanding to take on larger client bases and looking to recruit for the start of the next phase for the company