Job Ref: 215047286

Date: 2021-11-01 17:50:35

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Service Desk Analyst – Permanent – £28,000 – 50% Remote

Our client is currently looking for a Service Desk Analyst to provide world-class support for their inhouse developed Trial Master File (TMF) technologies and services. As a Service Desk Analyst, you will support 1st Line issues and provide great customer service to make them feel happy and support the product being sold.

Key Responsibilities for a Service Desk Analyst

Provide 1st line guidance and support, for both users and our customers. Along with colleagues from other geographic locations, support our inhouse developed Trial Master File (TMF) technologies and services, from triage to successful resolution of customer enquiries
Using Service Desk & Knowledge Base software, such as Zendesk and Jira, support our users ensuring all appropriate information is correctly captured and shared through tickets & tasks
Quickly identify issues needing priority attention, recognize critical and high priority issues to ensure they are highlighted and addressed appropriately
Analyse and investigate incidents, enquiries and requests in priority order. Troubleshoot, investigate and reproduce behaviour, document supporting evidence in service desk to either reassign, resolve or escalate tickets to 2nd and or 3rd line teams
Collaborate with other teams to appropriately explain technical guidance & behaviour, workarounds and solutions, ensuring our customer success teams have the support they need in our customer BAUs and SEM meetings
Follow through incidents to a timely conclusion, review all ticket progress, within defined SLAs, following SOPs and to customer satisfaction
Patiently & clearly guide users through our software
Support hyper care programs to monitor new software releases, patches and upgrades
Reduce the number of tickets & their closure time to targeted levels through root cause analysis and knowledge share
Actively participate and contribute to drive service and product improvement. Positively embrace change to continually improve our quality of Service
Be comfortable multitasking concurrent issues & differing priorities maintaining strong work ethic
Develop strong product and business expertise, from both a user and administrator perspective, apply yourself to continual learning from your induction through to new technologies as they are introducedKey Experience for a Service Desk Analyst

Experience in a First Line Support role
Experience in a Customer Service position

Please apply as directed

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