1st Line Service desk Analyst

The Portfolio Group Inc.; Manchester; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Profit share scheme

Day off on your birthday

Perkbox discounts

Employee Assistance Programme

25 days' holiday

Pension Plan and Life Insurance

Company incentives

On-site gym

Holidays increase after 2 and 5 years'

Job summary

The Portfolio Group Inc. in Manchester is seeking a Service Desk Analyst who is tech savvy, customer focused, and capable of troubleshooting HR software issues. You will resolve queries within SLA, log calls in Salesforce, and provide first time resolutions where possible.

You will work with an experienced team in a modern city centre office, enjoy a profit share, birthday day off, Perkbox discounts, and a range of benefits as the company supports your professional growth and work-life balance.

Qualifications

• Experience delivering customer support for software products.
• Strong problem-solving and communication skills.
• Ability to work to SLA and manage multiple queries.

Responsibilities

• Answer inbound support queries within SLA.
• Provide timely responses to inbound emails within SLA.
• Troubleshoot technical queries and identify first-time resolutions.
• Gather information from clients and escalate complex issues to second line support.
• Take ownership of technical queries and keep clients updated on fixes.
• Log all calls as cases against the correct account in Salesforce.
• Provide one-to-one training as required.
• Escalate unresolved issues to team leader/manager.
• Assist with migrating HRonline users to the new platform.
• Ensure ongoing adherence to SLA and KPIs.

Skills

Customer service

Troubleshooting

SLA adherence

Salesforce

Tools

Salesforce

Job description

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?

My Client are recruiting a service desk analyst to help their customers having technical difficulties with their HR software. You must be tech savvy and able to troubleshoot, whilst remaining customer focused. Their clients are at the heart of the business, they want to deliver the best service they can and give every customer the best experience!

Main Responsibilities

• Answer all inbound support queries to the service desk within SLA.
• Provide a response to all inbound email queries within SLA.
• Troubleshoot technical queries to identify the type of query raised and provide first time resolution to basic questions and training needs.
• Gather information from the client, investigating any complex technical issues and raise with second line support.
• Take ownership of any technical queries and keep regular contact with client ensuring any fixes are communicated to the client.
• Keep salesforce up to date ensuring all calls are logged as cases against the correct account
• Provide one to one training as and when required based on client's needs.
• Escalate any complaints which cannot be resolved at 1st touch to team leader/manager
• Contribute to the business goal of migrating all HRonline users to the new platform
• Ensure Service Level Agreement adherence at all time
• Meet and exceed Key Performance IndicatorsThe above is not an exhaustive list of responsibilities and you may be expected to undertake additional tasks 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, access to discount schemes.
• Free On-site gym
• Holidays increase after 2 and 5 years' service.
• Social sessions on the last Friday of the month with free food and drink - we call this 'Fun Friday'!
• Opportunity to expand your knowledge from an experienced, friendly team and progression
• Modern working environment in Manchester City Centre

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