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Help Desk Analyst

Job Title: Help Desk Analyst
Contract Type: Permanent
Location: Manchester, Greater Manchester
Industry:
Salary: Excellent and comprehensive benefits.
Start Date: ASAP.
REF: HelpDeskManchester_1575482089
Contact Name: Anthony Speed
Contact Email: ASpeed@woodrowmercer.com
Job Published: 10 days ago

Job Description

This role will see you have responsibility for ensuring that customer facing operations such as Incidents and Changes are logged and managed appropriately. You will be working with both internal and external stakeholders to make sure work requests are logged, delegated and resolved efficiently, whilst maintaining the best possible representation of the business at all levels.

Like any great company speedy and effective response to all queries and enquiries, including appropriate reporting is something my client takes pride in.

Key aspects of the role:

  • This role covers complete operational administrative activities including the logging of Incidents and Change requests and ensuring the quality and accuracy of all commercial and operational information is captured
  • You will need to monitor and adhere to both internal and external SLA's
  • Provide extensive voice and email communications with both internal external parties to communicate and coordinate the delivery of a range professional activities such as Incidents and changes throughout their delivery lifecycle
  • Review the quality of documents being sent to clients
  • Assist the delivery team to ensure effective and appropriate scheduling of activities across relevant teams
  • Keep all relevant documentation up to date, including customer specific commercial information and internal process documentation
  • Alert Service Delivery Managers and where appropriate the Senior Management team of any potential concerns or issues with meeting key client deliverables
  • You will provide support to both the Service Desk Team Leader and Head of Technical Services through the creation and analysis of reports on operational activities relating to Incidents and Change
  • Communicate any operational issues that may impact delivery to the relevant internal and external parties
  • Respond and log tickets received in the Helpdesk mailbox in line with ITIL
  • Log and manage RFCs within the CRM system
  • Work with the Service Desk Team Leader on operational reports
  • Provide support to the Service Desk Team Leader and Head of Technical Services
  • Switchboard cover as needed

Required skills & experience:

  • Commercial experience in a Helpdesk role is desired
  • Proficient in MS Office, especially Excel
  • Strong personable interaction skills, ability to empathise and influence internal and external clients
  • An eye for detail
  • Skilled in identifying and balancing the needs of the individual, the client and the organisation, remaining calm under pressure, whilst maintaining the ability to meet tight deadlines
  • Ability to develop immediate credibility with all levels of staff and acquire a detailed understanding of the business
  • Ability to convey decisions and requirements as required
  • Diplomatic but with assertive conflict-resolution and problem-solving skills
  • Confident in managing multiple tasks and tight deadlines
  • Self-motivated and keen to develop, with a willingness and desire to learn

This role is urgent and will see a quick turnaround so please apply ASAP should you be interested.