Hybrid 2nd‑Line Service Desk Analyst

The Portfolio Group; Manchester; Hybrid; GBP 28,000 - 35,000; Full time

Job summary

A leading IT support provider in Manchester is seeking a skilled service desk analyst to enhance the support and performance of their end-user software. This role requires proficiency in IT system analysis, exceptional customer service skills, and the ability to handle complex technical queries. The successful candidate will work closely with clients, ensuring continuous communication and effective resolution of issues while maintaining adherence to service level agreements. This role offers a hybrid work structure, making it adaptable to modern working conditions.

Qualifications

• In-depth knowledge of computer programs and hardware.
• Basic awareness of SQL.
• Proficiency in CRM and task management software.

Responsibilities

• Act as a point of escalation for the service desk.
• Provide technical advice and support.
• Investigate escalated problems with SQL queries.
• Train clients one-on-one as needed.

Skills

IT system analysis

Customer service

Analytical skills

Communication skills

Problem-solving

Tools

Salesforce

Job description

A leading IT support provider in Manchester is seeking a skilled service desk analyst to enhance the support and performance of their end-user software. This role requires proficiency in IT system analysis, exceptional customer service skills, and the ability to handle complex technical queries. The successful candidate will work closely with clients, ensuring continuous communication and effective resolution of issues while maintaining adherence to service level agreements. This role offers a hybrid work structure, making it adaptable to modern working conditions.