At a Glance
- Tasks: Provide top-notch customer support and troubleshoot technical issues in a dynamic environment.
- Company: Join Infinity, a leading analytics and call-tracking service with a vibrant culture.
- Benefits: Enjoy a 4.5-day work week, 25 days holiday, and private medical insurance.
- Other info: An equal opportunities employer that values team fit as much as technical skills.
- Why this job: Be part of a fast-growing team and unlock infinite career opportunities.
- Qualifications: 1+ year in service desk roles and strong communication skills required.
The predicted salary is between 35000 - 40000 £ per year.
Location
Reigate, Surrey or Manchester
Job type
Full Time | Hybrid - Tuesday and Thursday on site | 4.5 day work week
About Us
Infinity is a market-leading advanced analytics and call-tracking service working with some of the world’s most well-known brands.
As a company, we’re ever evolving, using cutting-edge tech and a drive for success to see us through.
Our growth is exponential, with annual revenue of (£)18m+.
Our mission is clear, to become the best call-tracking provider in the world.
There’s never been a better time to join Infinity.
Join us as a Service Desk Specialist at Infinity
Looking to make more of your technology skills?
If you have experience in B2B service desk customer support, a love for building customer relationships, and a keen interest in technology, you can find your next step at Infinity.
Our aim is simple.
Make impactful calls.
Have insightful conversations.
Create intelligent conclusions.
Your role helps us do that.
Day-to-day you’ll be troubleshooting inbound calls and cases, auditing installations, and escalating any customer queries that come through.
But this role is much more than that.
You’ll become a problem-solver, an innovative thinker.
And like so many others in our business, a fast-progressing individual with infinite opportunities to grow your career.
Infinity’s support team is known as a hothouse for future talent.
Don’t miss out on the chance to be a part of it.
Key Responsibilities
- Work autonomously, providing exceptional customer service and resourcefully solving technical issues.
- Collaborate closely with technical support teams to drive process improvements and advocate for enhanced customer support.
- Engage directly with customers to address support requests, ensuring a positive and efficient resolution.
- Manage service requests through various interfaces, maintaining a high level of accuracy and quality.
- Foster strong relationships with customers, ensuring satisfaction and loyalty.
- Provide training support to internal teams, addressing questions and issues.
- Serve as the first level of escalation and coordinate with team leads/managers when needed.
- Collaborate with team members to improve the overall service desk experience.
- Review service requests for accuracy and compliance with established timelines.
- Obtain necessary documentation to assist with incidents and requests, ensuring accurate reflection of user needs.
- Monitor incidents and requests, ensuring timely resolution and customer satisfaction.
- Resolve escalated issues promptly and elevate when necessary.
- Continuously review processes, suggesting improvements to enhance efficiency.
- Knowledge, Skills & Experience
- 1+ year of working knowledge in service desk or related roles.
- Comfortable with ITSM service desk platforms and tools.
- Proficient in MS Office applications, especially Outlook, Excel, and Word.
- Proactive and resourceful attitude.
- Outstanding organizational and communication skills, both written and verbal.
- Ability to effectively prioritize and manage multiple tasks in a fast-paced environment.
- Strong collaborator with cross-functional teams.
- ITIL Foundation or Comptia A+ (Desirable)
- Experience in Telephony (Desirable)
Benefits You Can Enjoy
- 4.5 day working week (Half day every Friday- 1pm finish)
- 25 days holiday (with the option to buy up to an additional 5 days per year)
- Private single medical insurance
- Employee Assistance Programme
- Life Assurance (4x Salary)
- Enhanced Maternity and Paternity Pay
- Tech Scheme Loan (of up to £2,000 per year)
- Ride to Work Scheme
- Season Ticket Loan
- Dedicated annual company and team social budget
At infinity, our aim is to be the best call tracking provider in the world and to do that we welcome our employees with open arms and create an environment where you can bring your best self, every day!
We're an equal opportunities employer.
That means we'll never discriminate based on race, religion, origin, gender expression, sexual orientation, age, marital status, social economics status or disability status.
In fact, our recruitment process is completely anonymised, and we don't see any of your personal details when we review your application.
At Infinity, we don't treat our hiring process as a box ticking exercise and we're just as interested in team fit as we are technical fit.
So, even if you don't meet all the requirements listed in one of our vacancies, get in touch with us anyway because we'd love to hear from you
We believe conversations matter and that you deserve to understand yours better.
Our journey started in 2010 when we identified the need for a call tracking product from over a decade of experience of managing paid search campaigns.
Following a steady, organic growth and a strategic investment, we now have a presence across five locations, including San Francisco, London, and Baltimore.
Despite numerous additions to our platform, our founding principles still drive what we do now.
We give businesses clear, reliable insights on how their digital strategy is performing today, making it easier to get better results tomorrow.
The possibilities for our clients continue to grow as we work on numerous exciting developments, and curate an expanding network of tech and agency partners.
#J-18808-Ljbffr
Service Desk Specialist in Manchester employer: INFINITY TRACKING LIMITED
Infinity is an exceptional employer that fosters a dynamic and innovative work culture, offering a flexible working environment in either Reigate or Manchester. With a commitment to employee growth, we provide numerous benefits including a 4.5-day working week, generous holiday allowances, and comprehensive health insurance, ensuring our team members thrive both personally and professionally while contributing to our mission of becoming the best call-tracking provider in the world.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Specialist in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at INFINITY TRACKING LIMITED. 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 INFINITY TRACKING LIMITED 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 Desk Specialist 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 INFINITY TRACKING LIMITED:Your cover letter is your chance to shine! Tell us why you want to work at INFINITY TRACKING LIMITED 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 INFINITY TRACKING LIMITED!
How to prepare for a job interview at INFINITY TRACKING LIMITED
✨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.
