Helpdesk Analyst

Cegedim; Leyland; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a Helpdesk Analyst to join their dynamic technology team. This entry-level role is perfect for those eager to develop their troubleshooting and customer service skills while providing essential support to users. You will be responsible for diagnosing technical issues, maintaining application performance, and ensuring excellent communication with customers. This innovative firm offers a hybrid work environment, allowing you to balance your professional and personal life while contributing to a cutting-edge integrated business platform. If you're ready to drive your career forward and make a meaningful impact, this is the opportunity for you.

Qualifications

• Entry-level position focusing on technical support and customer service.
• Ability to troubleshoot and resolve basic to intermediate issues.

Responsibilities

• Provide technical support and troubleshoot issues for users.
• Monitor application performance and assist with software updates.
• Document technical issues using a ticketing system.

Skills

Troubleshooting

Customer Service

Technical Support

Communication Skills

Education

High School Diploma

Relevant IT Certifications

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 log in issues
  • Document tracking or resending
  • Basic client training on application-based processes (How to resend etc.)
• 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 business 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 supplier, ecommerce platform, distributor or 3PL, our NeTIX platform ensures their onboarding experience will be streamlined and pain-free. Best of all, 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.