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- Tasks: Support customers with technical issues via phone and log calls accurately.
- Company: PMC is a tech-driven company focused on retail and D2C solutions, with over 500 employees.
- Benefits: Enjoy competitive salary, career growth, and fun social events with colleagues and families.
- Why this job: Join a supportive team where you can make a difference and develop your skills in tech.
- Qualifications: Passion for customer service and technology; strong relationship-building skills required.
- Other info: Flexible shift patterns allow you to plan your life around work commitments.
The predicted salary is between 24000 - 36000 ÂŁ per year.
PMC Abingdon-On-Thames, England, United Kingdom
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Join to apply for the Service Desk Support Analyst role at PMC
PMC Abingdon-On-Thames, England, United Kingdom
Join to apply for the Service Desk Support Analyst role at PMC
About Us
At PMC we are passionate about the important role technology must play within retail and D2C, we combine this with flexible IT services and solutions. Over the last 20+ years we have grown to over 500 employees across our two locations, helping to better manage our client’s IT systems and drive change through our open, honest, and direct approach.
About Us
At PMC we are passionate about the important role technology must play within retail and D2C, we combine this with flexible IT services and solutions. Over the last 20+ years we have grown to over 500 employees across our two locations, helping to better manage our client’s IT systems and drive change through our open, honest, and direct approach.
The Opportunity
This role is office based in Abingdon, Oxfordshire
Your role as a Service Desk Support Analyst, will be at the front line supporting customers with any technical issue that you can walk through with them on the phone. You’ll be given the support, guidelines and training to fix customer issues, or escalate where necessary.
In this role, you will have the opportunity to
- Answer incoming calls in a professional and courteous manner, in line with company standards and within set SLAs
- Log calls accurately, in real time, and to company standard in IMS, relating to all data including initial problem description; Assignment to third parties; Actions taken; Call closure
- Support the application support management team to continually improve the standard operating procedures and support best practices
- Manage tickets through to resolution, ensuring all updates and relevant communications are recorded.
- Provide caller with their unique ticket reference number
- Analyse the reported problems
- Make outbound calls to customers and 3rd parties ensuring all the relevant information is passed on and accurately logged
- Provide regular client and internal communication on assigned activity and incidents
This role works on a shift pattern which is communicated to you in advance so you can plan your life! You will work a mixture of:
- 8 am to 4 pm
- 9 am to 5 pm
- 10 am to 6 pm
Our working week cover Monday to Sunday between 8 am to 6 pm, which covers bank holidays and weekends when you would work either a Saturday or a Sunday. Your working hours are 35 per week.
About You
You’ll have a passion for providing great customer service and an interest in technology. Due to the nature of this role you will have a dedication to developing effective relationships with all staff and clients, be able to anticipate and understand customer expectations, and ensure customer requirements are met. You will also have a strong willingness to build professional relationships with customers and focus on solving their problems.
Why Should You Apply?
- Superb opportunity to work with friendly, dedicated professionals and receive ongoing support.
- We offer a competitive salary, excellent career opportunities and a range of employee benefits to those who join us on a permanent basis.
- Our teams work hard, so we also know that it’s important to have some fun, and our social committees in both offices organise regular events for our teams and our families!
- At PMC, we also recognise that for our employees their job is only part of the bigger role we play in the lives of those who we care for, and who care for us. Family first will always be at the heart of PMC and is key to doing the right thing.
Life at PMC
We are supportive and approachable. We have zero room for discrimination and are proud to be an equal opportunities employer. Being a part of PMC, you have an opportunity to really add value and make this role your own. With our continuous learning and collaborative actions, we believe in taking ownership and going the extra mile to deliver.
Seniority level
-
Seniority level
Entry level
Employment type
-
Employment type
Full-time
Job function
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Job function
Information Technology
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Service Desk Support Analyst employer: PMC
Contact Detail:
PMC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Support Analyst
✨Tip Number 1
Familiarise yourself with common technical issues that customers face in a service desk environment. This will help you to speak confidently about potential problems and solutions during your interview.
✨Tip Number 2
Practice your communication skills, especially how to explain technical concepts in simple terms. This is crucial for a Service Desk Support Analyst, as you'll need to assist customers who may not be tech-savvy.
✨Tip Number 3
Research PMC's values and culture to understand what they prioritise in their employees. Tailoring your responses to align with their focus on customer service and teamwork can make a strong impression.
✨Tip Number 4
Be prepared to discuss your previous experiences in customer service or technical support. Highlight specific examples where you successfully resolved issues or improved customer satisfaction.
We think you need these skills to ace Service Desk Support Analyst
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and skills required for the Service Desk Support Analyst position. Tailor your application to highlight relevant experiences that align with these requirements.
Craft a Strong CV: Ensure your CV is up-to-date and clearly outlines your customer service experience, technical skills, and any relevant qualifications. Use bullet points for clarity and focus on achievements that demonstrate your problem-solving abilities.
Write a Compelling Cover Letter: In your cover letter, express your passion for technology and customer service. Provide specific examples of how you've successfully resolved technical issues in the past and how you can contribute to PMC's mission of providing excellent IT support.
Proofread Your Application: Before submitting your application, thoroughly proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for a role in customer support.
How to prepare for a job interview at PMC
✨Show Your Customer Service Skills
As a Service Desk Support Analyst, your ability to provide excellent customer service is crucial. Be prepared to share examples of how you've successfully handled customer queries or complaints in the past, demonstrating your patience and problem-solving skills.
✨Familiarise Yourself with Technical Terminology
Since this role involves technical support, it's important to be comfortable with relevant IT terminology. Brush up on common technical issues and solutions that might arise, so you can speak confidently about them during the interview.
✨Demonstrate Your Problem-Solving Approach
Employers will want to see how you approach problem-solving. Prepare to discuss a time when you faced a challenging issue and how you resolved it. Highlight your analytical skills and your ability to remain calm under pressure.
✨Ask Insightful Questions
At the end of the interview, take the opportunity to ask questions about the company culture, team dynamics, and the specific challenges the Service Desk faces. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
