Help Desk Analyst in London

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 compliment of 60 staff, we\’re 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 Currently identified key objectives are:Provide quality support for TRAMPS, BlueBox, o6ix, mojo, and related third party productsContinually strive to improve customer relations, customer satisfaction, and focus on customer needsKeep up to date with product development in order to provide an excellent level of customer supportResponsibilities Provide clients with TRAMPS, BlueBox, o6ix, and mojo application supportAccurately record incoming telephone calls or emails as Helpdesk calls and take appropriate actionConform to established standards, procedures, controls and the implementation of continuous quality improvementEnsure the protection of the company interests through the appropriate use of formal communication with clients and suppliersComplete other appropriate ad-hoc duties assigned by the Helpdesk ManagerSkills BusinessAn acceptable level of Property management and accounting knowledge to be credible with any member of staff or customer with regards to relevant business issuesKnowledge of how TRAMPS, BlueBox, 06ix and mojo are applied at customer sitesAnticipate and understand customer needsAble to display analytical and problem-solving skills to deal with client requests and respond appropriatelyTask Management SkillsAwareness 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.TechnicalAn acceptable level of technical knowledge to be credible with any member of staff or customer about relevant technical issuesProficiency in Microsoft Office SuiteBasic understanding of Microsoft SQL Server would be beneficialPersonalMeets all situations calmly and professionallyGood oral and written communication.Helpful, understanding and supportive of colleagues and customers.Able to work well within a teamDisplays effort and application in achieving results, with a high level of initiative and productivity.Ability to work under pressure, prioritise and meet agreed deadlines

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