1st Line Service desk Analyst

TieTalent; Manchester; On-site; GBP 25,000 - 35,000; Full time

Job summary

A vibrant, market-leading software company in Manchester is seeking a Service Desk Analyst. The role involves assisting customers with technical difficulties related to HR software, ensuring high-quality service and support. Successful candidates will be tech-savvy, customer-focused, and capable of troubleshooting effectively while maintaining client relationships.

Benefits

Profit share scheme

Day off on your birthday

Perkbox discounts

Access to Employee Assistance Programme

25 days' holiday plus bank holidays

Pension plan and life insurance

Company incentives and discount schemes

Free on-site gym

Holidays increase after 2 and 5 years of service

Social sessions with free food and drink

Opportunity for progression

Modern working environment

Qualifications

• Tech savvy with strong customer focus.
• Experience in troubleshooting technical issues.
• Ability to provide training based on client needs.

Responsibilities

• Answer all inbound support queries to the service desk within SLA.
• Troubleshoot technical queries and provide first-time resolution.
• Keep Salesforce up to date with logged cases.

Skills

Customer Service

Problem Solving

Technical Troubleshooting

Tools

Salesforce

Job description

About

Are you tech savvy and customer focused?

Do you have good customer service and problem-solving ability?

Want to work for a vibrant, market leading software company?

If you are looking for a new challenge with a good progression pathway, please apply today and we'll be in touch!

Job Description

My client is recruiting a Service Desk Analyst to assist customers with technical difficulties with their HR software. You must be tech savvy and able to troubleshoot while remaining customer focused. Their clients are at the heart of the business; they aim to deliver the best service and provide every customer with the best experience!

Main Responsibilities

1. Answer all inbound support queries to the service desk within SLA.
2. Respond to all inbound email queries within SLA.
3. Troubleshoot technical queries to identify the issue and provide first-time resolution for basic questions and training needs.
4. Gather information from clients, investigate complex technical issues, and escalate to second-line support as needed.
5. Take ownership of technical queries and maintain regular contact with clients to communicate fixes.
6. Keep Salesforce up to date, ensuring all calls are logged as cases against the correct account.
7. Provide one-to-one training based on client needs.
8. Escalate unresolved complaints to team leader/manager.
9. Contribute to migrating all HRonline users to the new platform.
10. Ensure adherence to Service Level Agreements at all times.
11. Meet and exceed Key Performance Indicators.

The above is not an exhaustive list; additional tasks may be assigned to support the service team and business needs.

What You Will Get in Return

• Profit share scheme
• Day off on your birthday
• Perkbox discounts
• Access to Employee Assistance Programme
• 25 days' holiday plus bank holidays
• Pension plan and life insurance
• Company incentives and discount schemes
• Free on-site gym
• Holidays increase after 2 and 5 years of service
• Social sessions with free food and drink on the last Friday of each month ('Fun Friday')
• Opportunity to expand your knowledge with an experienced, friendly team and progression opportunities
• Modern working environment in Manchester City Centre

Nice-to-Have Skills

• Salesforce

Work Experience

• Desktop Support

Languages

• English