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- Tasks: Provide top-notch support to customers via phone and email, managing incidents and service requests.
- Company: Join a leading tech company focused on intelligent contact centre solutions.
- Benefits: Competitive salary, supportive culture, and opportunities for professional growth.
- Why this job: Be part of a dynamic team making a real difference in customer experience.
- Qualifications: 2 years of customer-facing support experience and strong communication skills.
- Other info: Agile environment with a focus on innovation and employee development.
The predicted salary is between 30000 - 42000 £ per year.
We are seeking a high-performing, self-motivated individual who is driven by providing exceptional support for our customers. Our Manchester office currently has an opportunity for a professional and experienced individual to fill the role of Service Desk Analyst, who will report to the Service Desk Team Lead, carrying out day-to-day duties as a Service Desk Analyst.
What does the role involve?
- Deliver an excellent level of service to customers and employees by telephone and email communication.
- Day-to-day operations involve following established procedures for incident management, service requests and liaising with Vendors through the lifecycle of support tickets.
- Complete 1st line support for Unified Communications, Network Services, IT Administration and Security Applications.
- Manage support inboxes to ensure support queries and incidents are dealt with professionally and promptly.
- Monitor dashboards to ensure tickets are processed and actioned effectively and within SLA.
- Work under best practices and continuously develop as a team.
- Proactive monitoring – Identify customer alarms and react to alerts accordingly with the engineering teams.
- Complete ad-hoc tasks within the Autotask ticketing system, such as scheduling changes, administering planned maintenance work and billable engineering time.
- Collaborate with the Engineering Teams to ensure IPI meets all KPI’s around Service Desk processes.
- Manage the communication for customer onsite resource planning and staff rotation days.
- Daily handovers with the Out-of-hours team.
Personal Skills and Attributes:
- A good understanding of customer relationship management and ITIL within a customer service environment.
- Customer-oriented with strong communication and interpersonal skills, and the ability to handle problematic customer conversations.
- A driven and committed team player with a flexible approach to work is essential, with a personal and technical range of skills to adapt to the company's needs.
- Solid Office 365 skills; Microsoft Word and Excel.
- Can Do Attitude - Possess a natural initiative and pro-activeness in their method of working.
- Highly organised and exquisite communication and people skills.
- 2 years’ minimum support experience in a customer-facing Service Desk or previous experience working within a technical support team environment.
- Support experience within a UCaaS or CCaaS product (desirable but not essential).
- Networking and Cloud knowledge (desirable but not essential).
What is it like to work for IPI?
IP Integration is dedicated to creating intelligent contact centre and IT solutions and supporting services which are unrivalled in the industry. Our breadth of knowledge and experience spans products and services from the world’s leading information and communication technology vendors; enabling us to deliver award winning, value-add solutions.
We are an agile, highly accredited organisation with over 20 years heritage in delivering contact centre solutions to businesses across the UK. We invest heavily in customer experience, our people and our culture – putting people at the heart of everything we do.
Service Desk Analyst in Manchester employer: IP Integration
Contact Detail:
IP Integration 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! Before your interview, do a bit of research on IPI and their services. This will not only help you understand their needs but also show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since the role involves a lot of customer interaction, make sure you can articulate your thoughts clearly. Try role-playing with a friend or family member to get comfortable with handling tricky customer conversations.
✨Tip Number 3
Show off your problem-solving skills! Be ready to discuss past experiences where you successfully resolved issues for customers. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your achievements.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email to express your appreciation for the opportunity. It’s a great way to reinforce your interest in the position and keep you fresh in their minds.
We think you need these skills to ace Service Desk Analyst in Manchester
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Service Desk Analyst role. Highlight your customer service experience and any relevant technical skills, especially those related to ITIL and Office 365.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re the perfect fit for our team. Share specific examples of how you've provided exceptional support in previous roles and how you can bring that same energy to IPI.
Showcase Your Communication Skills: Since this role involves a lot of communication, make sure your application is clear and well-structured. Use professional language but let your personality shine through – we want to see the real you!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates about the process.
How to prepare for a job interview at IP Integration
✨Know Your Stuff
Make sure you brush up on your knowledge of customer relationship management and ITIL practices. Familiarise yourself with the specific technologies mentioned in the job description, like Unified Communications and Office 365, so you can confidently discuss how your experience aligns with their needs.
✨Show Off Your Communication Skills
Since this role involves a lot of customer interaction, practice articulating your thoughts clearly and professionally. Think about examples from your past where you've successfully handled tricky customer conversations or provided exceptional support, and be ready to share those during the interview.
✨Demonstrate Your Proactiveness
The company values a 'Can Do' attitude, so come prepared with examples that showcase your initiative. Whether it’s identifying a problem before it escalated or suggesting improvements to existing processes, showing that you take ownership of your work will impress the interviewers.
✨Ask Insightful Questions
Prepare some thoughtful questions about the team dynamics, the tools they use, or how they measure success in the Service Desk. This not only shows your interest in the role but also helps you gauge if the company culture aligns with your values.
