At a Glance
- Tasks: Provide top-notch IT support and troubleshoot technical queries for clients.
- Company: Join BrightHR, a leading software company transforming people management.
- Benefits: Enjoy competitive salary, enhanced holidays, private healthcare, and gym discounts.
- Other info: Dynamic work environment with opportunities for growth and development.
- Why this job: Make a real impact by optimising IT systems and enhancing user experience.
- Qualifications: Strong IT knowledge, problem-solving skills, and excellent communication abilities.
The predicted salary is between 26500 - 26500 £ per year.
Salary: Salary up to £26,500
Location: Manchester
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
Day-to-day responsibilities include but are not limited to:
- Provide all inbound support queries to the service desk via all Omni channels.
- Provide a response to all inbound email queries.
- Troubleshoot technical queries to identify the type of query raised and provide first time resolution to basic questions and training needs.
- 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 client’s needs.
- Escalate any complaints which cannot be resolved at 1st touch to the customer care team.
- 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.
- 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.
BrightHR 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. We’ve been making life easier for employers since 2015 with our range of innovative software, 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.
Service Inbound Analyst in Manchester employer: BrightHR
BrightHR is an exceptional employer located in Manchester, offering a vibrant work culture that prioritises employee well-being and professional growth. With benefits such as enhanced holidays, private healthcare after five years, and a supportive environment that encourages innovation and collaboration, employees are empowered to thrive both personally and professionally. Join us to be part of a dynamic team dedicated to transforming people management while enjoying unique perks like discounted gym memberships and a focus on diversity and inclusion.
StudySmarter Expert Advice🤫
We think this is how you could land Service Inbound Analyst in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at BrightHR. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like BrightHR before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Inbound Analyst in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to BrightHR:Your cover letter is your chance to shine! Tell us why you want to work at BrightHR specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at BrightHR!
How to prepare for a job interview at BrightHR
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
