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For Companies At a Glance
- Tasks: Provide top-notch support to customers and resolve incidents efficiently.
- Company: Join Heywood, a leader in innovative software solutions with a vibrant culture.
- Benefits: Enjoy hybrid working, regular socials, and opportunities for professional growth.
- Why this job: Be part of a dynamic team making a real difference in customer experience.
- Qualifications: Strong communication skills and a passion for problem-solving required.
- Other info: Engage in fun events like bake-offs and games nights while learning continuously.
The predicted salary is between 30000 - 40000 ÂŁ per year.
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.
Service Desk Analyst in Manchester employer: Heywood
Contact Detail:
Heywood Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst in Manchester
✨Tip Number 1
Get to know the company culture! Before your interview, check out Heywood's social media and website to see what they're all about. This will help you connect with the team and show that you're genuinely interested in being part of their community.
✨Tip Number 2
Practice your problem-solving skills! As a Service Desk Analyst, you'll need to tackle issues head-on. Try role-playing common scenarios with a friend or family member to get comfortable explaining technical concepts to non-technical folks.
✨Tip Number 3
Show off your customer service passion! During interviews, share specific examples of how you've gone above and beyond for customers in the past. This will demonstrate your commitment to delivering an exceptional experience, which is key for this role.
✨Tip Number 4
Don't forget to apply through our website! We love seeing applications come directly from candidates who are excited about joining us at Heywood. Plus, it shows you're proactive and ready to take the next step in your career!
We think you need these skills to ace Service Desk Analyst in Manchester
Some tips for your application 🫡
Show Your Customer Service Passion: When writing your application, let your enthusiasm for customer service shine through! Share specific examples of how you've helped others in the past, as this will resonate with us and show that you're a naturally helpful person.
Be Methodical in Your Approach: We love a well-organised application! Make sure to structure your responses clearly, highlighting your problem-solving skills. Use bullet points or headings if it helps to convey your methodical approach to tackling challenges.
Communicate Clearly: Remember, we need someone who can explain technical concepts to both techies and non-techies. Use straightforward language in your application, and avoid jargon unless you’re sure everyone will understand it. This shows us you can communicate effectively!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it gives you a chance to explore more about us and what we do!
How to prepare for a job interview at Heywood
✨Know Your Stuff
Before the interview, make sure you understand the role of a Service Desk Analyst. Brush up on common technical issues and customer service scenarios. Being able to discuss these confidently will show that you're prepared and knowledgeable.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've tackled problems in the past, especially in customer service settings. Use the STAR method (Situation, Task, Action, Result) to structure your answers, making it easy for the interviewer to see your thought process.
✨Communicate Clearly
Since the role involves explaining technical concepts to both technical and non-technical people, practice articulating complex ideas in simple terms. This will demonstrate your ability to communicate effectively, which is crucial for this position.
✨Emphasise Teamwork and Collaboration
Highlight your experience working in teams and how you contribute to a collaborative environment. Mention any specific instances where you worked with different departments to resolve issues, as this aligns with the company's focus on teamwork.