Job Description
Service Desk Analyst
Check you match the skill requirements for this role, as well as associated experience, then apply with your CV below.
TBA Group produces market leading, large-scale, distribution and supply chain software products used by customers worldwide and is aiming for further substantial growth over the next 5 years. We are looking to recruit a Service Desk Analyst on a permanent basis in Doncaster.
As a Service Desk Analyst you will be responsible for providing technical support to our clients, ensuring timely resolution of issues, and maintaining high levels of customer satisfaction.
Please note; although we offer hybrid / flexible working - you will be required to come to the office at least 3 days per fortnight, so someone within commuting distance to Doncaster is required. This role provides cover over an extended day; the working hours will be 05:30 – 14:00 and 08:30 – 17:00 in weekly rotation.
Key Responsibilities of a Service Desk Analyst;
- Serve as the first point of contact for clients seeking technical assistance via phone, email, or ticketing system.
- Triage, diagnose and troubleshoot issues, guiding clients through solutions or escalating to the appropriate team when necessary
- Manage customer liaison, pro-active feedback and customer queries from ticket creation to resolution
- Log calls in the Service Desk call logging system
- Flag common issues for problem investigation and resolution and linking recurring Incidents to open problems
- Daily/weekly monitoring checks on customer systems
Required Key skills and Experience
- Excellent communication skills, both verbal and written, with a customer-centric approach
- Some technical knowledge in the following areas :- MS O/S, MS Office Suite, application support
- Strong problem-solving skills and ability to think critically under pressure
- Organizational skills
- Time management
- Exposure to ITIL practices
- Ability to work independently and as part of a team in a fast-paced environment
- Customer focused
- Good problem-solving skills
Desirable
- Previous experience in a technical support role, preferably in a software company.
- Knowledge of MS SQL an advantage
What we offer
- Salary: £negotiable, depending on skills and experience
- 33 days annual leave (includes 8 Bank Holidays)
- Private medical with BUPA
- 6% Contributory Pension Scheme
- Hybrid working
- Excellent working environment
So, if this sounds exciting - why not come and join us as a Service Desk Analyst.