Service Desk Support Analyst

Posted 24 January by Candour Solutions ltd

Service Desk Support Analyst - Excellent opportunity to work for a genuine market leader for supplying multi-channel retail systems and E-commerce solutions at their offices in Central Manchester. The company are proud to be working with some of the largest retail brands out there.

Responsible for providing first line helpdesk support to external customers, assisting them with Magento software and administration issue via phone, email and helpdesk tickets.

Responsibilities

·Monitor, analyse and respond to all new incidents and service requests via ticketing system, email, telephone and face to face.

·Maintain a high degree of client service for all support queries and adhere to all service level agreements.

·First line support for B2B clients by assisting and taking ownership when dealing with user issues.

·Gathering further information and approvals as required to allow tickets to be progressed accordingly

·Log all calls on the call logging system.

·Maintain a log of any software problems detected.

·Be proactive with Magento and other technology software questions/issues.

·Escalate emergency issues internally, coordinating and managing internal development workflow to address client support requests.

·Assisting the team with the management of historic support requests submitted by clients, to review and potentially understand/identify ongoing or recurring issues.

·Proactively identify areas Ampersand could address for recurring issues or problematic areas across all clients.

·Work with PMs, BAs and developers to continuously improve our client care and support services.

·Work closely with the testing team to help improve quality.

·Work closely with project and BAU teams to ensure development work is coordinated and scheduled in as efficiently as possible.

·Ability to follow processes and procedures, but also to challenge and improve where necessary.

·Communicate service-impacting issues to the Head of Service.

·Assist the Head of Service with any P1 or P2 tickets that are raised

Required skills and experience

·Previous experience with first line client contact and support using an online call logging system.

·Knowledge of the principles of service desk support.

·Articulate, organised and strong client facing management skills.

·Experience dealing with client support tools used to track, monitor and manage client requests.

·Experience of using call logging software, ideally Jira.

·Excellent communication oral and written skills with the ability to clearly communicate information in relation to issues or requests made by clients, BAs and developers.

·Excellent time management skills with the ability to manage tasks to agreed timelines.

·Ability to analyse an issue on a client’s website and provide a concise explanation when escalating issues.

·High attention to detail and committed to producing excellent standards of work.

·Ability to capture the full details of an issue to create tickets suitable to be assigned to a developer for resolution.

·Strong teamwork, collaboration and communication skills.

·Ability to handle conflict/stressful situations calmly and professionally.

·Ability to resolve queries and retain knowledge for future similar calls, thus enabling quicker resolution

·Good problem solving/resolution skills.

·Knowledge and understanding of the basic functions and processes of an ecommerce platform such as Magento.

Desirable

·Specific experience with helpdesk applications/software such as Bugzilla or Zendesk Jira being the preference.

·Digital agency experience

Benefits

·32 days holiday (inclusive of public holidays).

·Extra days holiday for every year you work with us.

·Flexible Working.

·Employee discount scheme with Perkbox.

·Virgin Stakeholder Pension Scheme.

·Childcare vouchers.

·Bike to work scheme.

·£150 contribution for eye tests and glasses/contact lenses.

·Regular appraisals and personal development plans.

·Relaxed dress code.

·Unlimited Nespresso coffee.

·Paid Social Events

A full job description is available to candidates meeting the above minimum criteria, please apply in the first instance with your latest CV outlining your salary expectations & availability for an immediate response.

Required skills

  • Analysis
  • Client Contact
  • Customer Service
  • Service Desk
  • Ticketing

Reference: 34308002

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