Helpdesk Analyst

Cegedim; Leyland; Hybrid; GBP 20,000 - 30,000; Full time

Job summary

A leading technology company seeks a Helpdesk Analyst to join their Lancashire-based team. This entry-level role emphasizes troubleshooting and customer service, providing technical support and ensuring efficient communication with users. Ideal for individuals looking to develop skills in a dynamic environment, this position offers a hybrid working arrangement.

Qualifications

• Entry-level position focusing on technical support.
• Requires a keen aptitude for troubleshooting and customer service.
• Good communication skills to assist users and track issues.

Responsibilities

• Assist users with basic to intermediate technical issues.
• Monitor application performance and log technical issues.
• Respond to customer queries via email and phone.

Skills

Troubleshooting

Customer Service

Communication

Tools

Helpdesk ticketing tool

Job description

We’re looking for a Helpdesk Analyst local to Chorley with a keen aptitude for troubleshooting and customer service to join our Lancashire-based technology team. This is an entry-level position that focuses on providing technical support to customers using our helpdesk ticketing tool and resolving or escalating issues where needed.

This can be offered on a hybrid home/office basis.

Your next role?

A wide-ranging and varied role which will allow you to develop your existing skills and experience.

Day to day duties will include:

Technical support

• Assist users with basic to intermediate technical issues
• Resolve common issues: Handle routine issues such as:
• Transferring clients to appropriate teams
• Password resets and other login issues
• Document tracking or resending
• Basic client training on application-based processes (e.g., how to resend)
• Escalate complex problems: Identify when issues need to be escalated to more senior technicians or specialized teams, and pass the correct information in a timely manner
• Troubleshooting: Diagnose problems by gathering information from users, replicating the issue, and attempting to resolve it through documented solutions or guides.
• Ensure that unresolved issues are properly tracked and followed up on, maintaining good communication with users regarding progress
• Continuous efforts to improve stored documentation by suggesting changes or drafting new documents

Application monitoring and maintenance

• Monitor application performance to identify potential problems before they escalate.
• Help with the installation of software updates

Issue logging

• Use a ticketing system to document all technical issues reported by users, ensuring accurate records of the problem, actions taken, and final resolutions

Customer Service and Communication

• Respond promptly to queries: Address customer concerns via email and phone, maintaining a courteous and helpful attitude
• Educate users: Assist users in understanding how to avoid future problems by providing guidance and education on using systems properly.

Our company was founded on the idea that we could build one integrated business platform and deliver it online to any business so they could be more successful. What does this mean for you? If you’re looking to drive your own career and make a difference through your work, there’s no better opportunity than Sy by Cegedim.

We offer a fully managed service built upon our world-class iPaaS solution NeTIX, which connects businesses worldwide to their trading relationships. Exchanging millions of documents a month and handling transactions worth billions of pounds per annum. Sy by Cegedim serves all types of companies in the supply chain, whether a retailer, automotive, supplier, grocer, healthcare provider, e-commerce platform, distributor, or 3PL. Our NeTIX platform ensures their onboarding experience is streamlined and pain-free. The process to connect with more retail partners is quick and simple. Our iPaaS solution has grown to be much more than just EDI, providing solutions for enhanced visibility, collaboration, connectivity, and communication.