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For Companies At a Glance
- Tasks: Provide top-notch support for our innovative property management software.
- Company: Join a leading employee-owned PropTech company in central London.
- Benefits: Enjoy competitive pay, a supportive team, and opportunities for growth.
- Why this job: Be the face of our company and help clients thrive with our products.
- Qualifications: Basic knowledge of property management and strong communication skills required.
- Other info: Dynamic work environment with a focus on continuous improvement and teamwork.
The predicted salary is between 28800 - 43200 £ per year.
We are an employee owned PropTech company that has unparalleled experience in the field of property management solutions. Based in Clerkenwell in central London, we supply and support around 300 organisations with our well-known TRAMPS, BlueBox, 06ix and Estateman products. With a complement of 60 staff, we are one of the leading innovators in our sector. Our products contain sophisticated tools to automate processes, analyse information, and integrate more effectively with other best-of-breed applications. In recent years, the development of the web-based Mojo brand and web apps that work seamlessly with our existing products has seen growth of the company and this is expected to increase further over the coming years.
Role Overview
The Trace Solutions Helpdesk acts as our clients' primary point of contact with the business. As a Helpdesk Support Analyst, you will be expected to provide product support and promote our other services, such as training. Crucially, you will play a vital role in portraying the company's image and capabilities to our industry.
Objectives
- Provide quality support for TRAMPS, BlueBox, o6ix, mojo, and related third party products
- Continually strive to improve customer relations, customer satisfaction, and focus on customer needs
- Keep up to date with product development in order to provide an excellent level of customer support
Responsibilities
- Provide clients with TRAMPS, BlueBox, o6ix, and mojo application support
- Accurately record incoming telephone calls or emails as Helpdesk calls and take appropriate action
- Conform to established standards, procedures, controls and the implementation of continuous quality improvement
- Ensure the protection of the company interests through the appropriate use of formal communication with clients and suppliers
- Complete other appropriate ad-hoc duties assigned by the Helpdesk Manager
Skills
Business
- An acceptable level of Property management and accounting knowledge to be credible with any member of staff or customer with regards to relevant business issues
- Knowledge of how TRAMPS, BlueBox, 06ix and mojo are applied at customer sites
- Anticipate and understand customer needs
- Able to display analytical and problem-solving skills to deal with client requests and respond appropriately
Task Management Skills
- Awareness of all relevant issues and their priorities
- Good planning, scheduling, monitoring and reporting skills
- Rational and logical decision-making ability
- Awareness of need to continuously improve quality and ensure that all aspects of work are completed to a high standard
Technical
- An acceptable level of technical knowledge to be credible with any member of staff or customer about relevant technical issues
- Proficiency in Microsoft Office Suite
- Basic understanding of Microsoft SQL Server would be beneficial
Personal
- Meets all situations calmly and professionally
- Good oral and written communication
- Helpful, understanding and supportive of colleagues and customers
- Able to work well within a team
- Displays effort and application in achieving results, with a high level of initiative and productivity
- Ability to work under pressure, prioritise and meet agreed deadlines
Help Desk Analyst employer: Trace Solutions Ltd
Contact Detail:
Trace Solutions Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Help Desk Analyst
✨Tip Number 1
Network like a pro! Reach out to current employees at the company through LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing a role as a Help Desk Analyst.
✨Tip Number 2
Prepare for the interview by brushing up on your knowledge of TRAMPS, BlueBox, o6ix, and mojo. Familiarise yourself with common customer support scenarios and think about how you would handle them.
✨Tip Number 3
Show off your problem-solving skills during the interview! Be ready to discuss specific examples where you've successfully resolved issues or improved customer satisfaction in previous roles.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team.
We think you need these skills to ace Help Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Help Desk Analyst role. Highlight any relevant experience with property management solutions or customer support, and don’t forget to mention your familiarity with tools like TRAMPS and BlueBox!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to showcase your passion for helping clients and your understanding of their needs. Mention how you can contribute to improving customer relations and satisfaction.
Show Off Your Skills: Don’t just list your skills—demonstrate them! Use specific examples from your past experiences that show your analytical and problem-solving abilities, especially in high-pressure situations.
Apply Through Our Website: We love seeing applications come through our website! It’s the best way to ensure your application gets noticed. Plus, you’ll find all the details you need about the role and our company there.
How to prepare for a job interview at Trace Solutions Ltd
✨Know Your Products Inside Out
Make sure you have a solid understanding of TRAMPS, BlueBox, o6ix, and mojo. Familiarise yourself with their features and how they benefit clients. This will not only help you answer technical questions but also show your enthusiasm for the role.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've successfully resolved customer issues or improved customer satisfaction. Highlight your ability to anticipate customer needs and how you’ve gone the extra mile to support them.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss specific scenarios where you've had to analyse a problem and come up with a solution. Use the STAR method (Situation, Task, Action, Result) to structure your answers and make them impactful.
✨Ask Insightful Questions
Prepare thoughtful questions about the company’s products, team dynamics, and future developments. This shows your genuine interest in the role and helps you assess if the company is the right fit for you.
