2nd Line Service Desk Analyst in Manchester

Overview

Salary: Up to £28,000

Location: Manchester

2nd Line Service Desk Analyst

Purpose

We are looking for a highly capable service desk analyst to assess and optimize the performance of our end-user software. You will be analysing the performance of IT systems, resolving IT equipment and software issues, and providing IT support to our clients and personnel through phone calls and emails.

To ensure success as a hybrid service desk analyst, you should exhibit sound knowledge of IT system analysis and experience in an IT support role. A first-class hybrid service desk analyst will be someone whose IT expertise and customer service results in enhanced end-user support and system performance.

Reports to Head of Inbound Service

Hours of work

Rota basis of either 8:00am–16:00pm, 8:30am–16:30pm, 9:00am–17:00pm, 9:30am–17:30pm

Responsibilities

• Operates as a point of escalation for the service desk.
• Supports the team with technical advice and customer service skills from any of the Client channels.
• Provides the information flow from other departments to support First Line Analysts
• Advises the team on upcoming changes to the systems and services.
• Uses experience to investigate escalated problems with basic SQL queries.
• Gather information from the client, investigating any complex technical issues and escalate second line support.
• Take ownership of any complex technical queries and keep regular contact with client ensuring any updates and resolutions are communicated to the client.
• Keep CRM (Salesforce) up to date ensuring all calls are logged as cases, accurately against the correct account.
• Provide one-to-one training as and when required based on clients needs.
• Always ensure Service Level Agreement adherence.
• Meet and exceed Key Performance Indicators.
• Arrange and sit Microsoft Teams meetings alongside clients with support queries.

Key Requirements

Required skills and experience

• In-depth and current knowledge of computer programs and hardware along with a basic awareness of SQL.
• Proficiency in customer relationship management (CRM) and task management software.
• Exceptional analytical and problem-solving skills.
• Advanced collaboration, communication, and interpersonal skills.
• Excellent organizational and time management skills.

Benefits

• Enhanced holidays 25 days increasing to 27 after 2 years service and 28 after 5 years service (22 Days for Field Sales)
• Private health care cover after 5 years service
• New business referral scheme
• Access to Health Shield
• Access to the EAP service
• Refer a friend scheme
• Paid birthday leave
• Pension scheme contribution increasing to 5% after 5 years service and again to 7% after 7 years service
• Group life insurance
• Eye care contribution
• Free fruit (office-based staff)
• Travel Season Ticket loan scheme
• Milestone recognition
• Discounted products Manchester City centre parking (AO Arena) / First Bus Travel Club Membership / Microsoft Home User programme / Anglian Home Improvements
• Pace health Club (situated in the park Inn) discounted gym membership and spa treatments
• Park Inn 20% food and drink discount
• New Century 20% food and drink discount
• Revolution De Cuba 20% food and drink discount
• Cycle 2 Work scheme* after probationary period
• On site Gym
• Bright Exchange perks

Values & Behaviours

• Living the company values of We care, We take action, we innovate, we inform, and we do the right thing
• We lead by example and recognise those living our values
• We drive the narrative by inspiring and engaging our team
• We collaborate with rigor and embrace diversity of thought
• We deliver with a united voice
• We take ownership by staying close to team performance by Super Coaching and Walking the Walk
• We keep our approach simple and stick to the playbook to deliver on promise
• We think critically and commercially, assess the situation before jumping to the solution

We are BrightHR; the only software powered by HR, health & safety, and legal experts. Everything you need to simply manage your staff, all in one place, PLUS free tools to set your business apart.

We are on a mission to transform people management for businesses. Weve been making life easier for employers since 2015 with our range of innovative software, are providing HR, H&S, and business support to over 95,000 businesses globally.

We are a people business. The market moves quickly and so do we. We put the customer first, working hard and always looking ahead, purposefully innovating to ensure peace of mind.

BrightHR is an Equal Opportunity and Disability Confident Employer, committed to diversity and inclusion without regard to protected characteristics.

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