Client Support Service Desk Analyst

As part of the Service Desk team you’ll be an invaluable first point of contact for our clients. The team is responsible for proactively maintaining and enhancing the service we deliver to our clients, by effectively monitoring and responding to client alerts using our in-house Incident Management tool (Apptemetry). You will effectively manage the Support Inbox and answer all incoming telephone calls, ensuring that all incidents are routed to the correct support teams for resolution. 

You’ll achieve common goals in a positive learning environment where knowledge sharing will help propel you to the next level of your career. Your day-to-day role will expose you to a broad range of technologies and in addition to our online training portal, you’ll be supported by both internal and external training. Longer term objectives will concentrate on developing the skills and experience necessary for you to progress into a Client Support Engineer – Level 1 position. 

Key Responsibilities 
• Respond to client issues received by telephone, voice mail, e-mail and via the customer portal 
• Respond to incident alerts, making sure that they are progressed effectively within defined service levels and call management guidelines 
• Manage and complete scheduled tasks on time 
• Ensure effective client communications take place 
• Ensure the effective assignment and escalation of incidents to engineers where appropriate 
• Advise the Team Lead of emerging issues 
• To adhere to ITIL framework processes 
• Share information across your team and department 
• Contribute documentation to the shared knowledge base 
• Update, edit and remove client contacts from internal systems when necessary 
• Investigate and resolve event calls or incidents with a pre-defined reaction process 

Knowledge 
• Basic technical awareness of IT infrastructure and the architectures deployed
• Good knowledge and understanding of internet/Ecommerce technology and its importance to organisations 
• Knowledge of the ITIL framework and its function in IT is desirable but not essential 
• Knowledge of a call management system and its function is desirable but not essential 

Skills 
• Excellent customer service skills 
• Excellent demonstrable written and verbal English communication skills 
• Able to communicate in groups with confidence and conviction 
• Ability to multi-task and work well under pressure 
• Ability to be receptive to feedback, willing to learn and embrace continuous improvement 
• Good team working skills are essential 
• Ability to document processes and procedures in a clear, concise and logical manner 

Experience 
• Previous experience in a customer service role