Service Desk Analyst

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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

Essential

- Experience working with a Service Desk

- Strong Excel skills, proven data manipulation and analysis