Service Desk Analyst in Altrincham

About you

• A naturally helpful person with a passion for customer service.
• Highly organised, with a methodical approach to solving problems.
• Able to work independently and collectively.
• Able to communicate to the highest standards and explain technical concepts to technical and non-technical people.

If you are eager to work collaboratively across multiple teams delivering an exceptional customer experience, this could be the role for you!

The role

The Service Desk is currently a team of ten and are the single point of contact for Heywood customers for incident management and service requests. Your daily tasks will include:

• Provide a first-class, professional, and responsive support service to Heywood customers, both internal and external.
• Investigate and analyse incidents requiring support.
• Complete a variety of service requests raised by customers.
• Ensure that the Service Desk team achieves internal targets and standards defined in Service Level Agreements (where applicable).
• Make recommendations and implement improvements to operations or working practices with the Service Desk team.

Key duties include:

• Record, investigate, analyse, triage, assign and resolve (where possible) incidents, ensuring an appropriate outcome.
• Ensure that incidents and service requests are triaged and categorised accordingly, working with the appropriate team(s), seeing each incident through to resolution.
• Ensure that critical incidents are progressed with the appropriate priority by all departments within the Company and communication with end users is managed effectively.
• When required, negotiate with customers to determine the appropriate urgency and assess the impact on their operations.
• Identify common sources of incidents and provide comprehensive information to the Problem Management team so that they can minimise the rate and impact of recurring incidents.

About Us

Heywood combines a passion for software with Agile methodologies to create modern software and data solutions and services for businesses, pension providers and third parties that help transform how their members and customers manage their lifelong financial journeys.

Working for an expanding established market leader, you will have a real voice to influence our evolution. Continued learning and progression is ingrained in our daily life, encouraged through a variety of forums from e-learning subscriptions and a bi-monthly down-tools day (“Hive Day”) and communities of practice for learning and experimentation. Our open culture encourages wide participation and innovation.

We also reward our hard work through regular socials, organised by our people. Social events include fiercely competitive bake-offs, Pride month office parties, sporting events, games nights and much more!

We are committed to a hybrid working model, combining remote and office-based working.

EDI statement: As an equal opportunities’ employer, Heywood is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join Heywood.