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Service Desk Analyst

Posted 4 January by Robert Half Ended

Service Desk Analyst, £24,000, Bristol

My client is a market leading Software-as-a-Service business selling apps & web-based tools for the schools across the UK. They are looking to recruit a dynamic graduate to join their busy and friendly team. You will need to be able to demonstrate practical experience in providing great customer service with strong communication skills and excellent organisational skills.

Key Duties and Responsibilities
  • Answer all service requests in a timely and professional manor and logging them accurately, following defined process into our customer service tool.

  • You will be responsible for categorising, controlling, and owning all calls in line with the SLA from initial assessment through to resolution whilst ensuring the customer is kept informed.

  • Escalating service requests to other teams if all other options have been exhausted.

  • Provide advice, help and support in response to customer queries. Help them access and use our services.

  • Create and update Knowledge Base articles.

  • Day to day involvement with general duties associated with a small business.

Essential Skills
  • Service Desk experience in a multi-channel environment

  • Experience of working with mobile devices.

  • Excellent interpersonal and communication skills

  • Excellent problem-solving skills

  • Highly organised

  • Good attention to detail

  • Ability to work to strict deadlines

  • Ability to work well in a team

  • Ability to effectively manage own workload

Desirable Skills
  • Basic SQL experience

  • Experience of Software Development Lifecycle

  • Experience of working in customer services

  • ITIL Qualification

  • 1-2 years’ experience in a similar role

    My client is based in recently refurbished office in central Bristol close to Queen Square and only a ten-minute walk from Bristol Temple Meads train station. A competitive salary is on offer and a great working environment which has a fantastic breakout area with HTCVive Virtual Reality, freshly ground coffee and fresh fruit on offer.

Reference: 34141322

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