Service Desk Analyst

Overview

We’re looking for a Helpdesk Analyst local to Chorley with a keen aptitude for troubleshooting and customer service to join our Client\’s Lancashire based technology team. This is an entry level position that focuses on providing technical support to customers using their helpdesk ticketing tool and resolving or escalating issues where needed.

This can be offered on a hybrid office/home basis.

Responsibilities

Your next role?

A wide ranging and varied role which will allow you to develop your existing skills and experience.

Day to day duties will include:

• Technical support
• Assist users with basic to intermediate technical issues
• Resolve common issues: Handle routine issues such as:
• Transfer clients to appropriate teams
• Password resets and other login issues
• Document tracking or resending
• Basic client training on application-based processes (How to resend etc.)
• Escalate complex problems: Identify when issues need to be escalated to more senior technicians or specialized teams, and pass the correct information in a timely manner
• Troubleshooting: Diagnose problems by gathering information from users, replicating the issue, and attempting to resolve it through documented solutions or guides
• Ensure that unresolved issues are properly tracked and followed up on, maintaining good communication with users regarding progress
• Continuous efforts to improve stored documentation by suggesting changes, or drafting new documents

Application monitoring and maintenance

• Monitor application performance to identify potential problems before they escalate.
• Help with the installation of software updates

Issue logging

• Use a ticketing system to document all technical issues reported by users, ensuring accurate records of the problem, actions taken, and final resolutions

Customer Service and Communication

• Respond promptly to queries: Address customer concerns via email and phone, maintaining a courteous and helpful attitude
• Educate users: Assist users in understanding how to avoid future problems by providing guidance and education on using systems properly.

What we\\\’re looking for?

• 1 year + experience in Application/Tech support or other Customer Service support role
• Great customer skills and good all round IT troubleshooting skills.
• Ability to multitask and prioritise workload
• Confident, friendly and outgoing, always happy to roll your sleeves up and go the extra mile with a “can do” attitude.
• A passion for understanding technology, quickly exploring and learning about new technologies.
• A strong analytical, problem solving mind-set, quickly able to isolate root cause of an issue and provide a practical solution.

In return, you\\\’ll be offered a competitive salary along with comprehensive benefits package, full training and career development.

If this sounds like your kind of role, please apply online with your CV