Service Desk Analyst

Newton Blue; Chorley; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A leading technology team in Chorley is seeking a Helpdesk Analyst to provide technical support and customer service. This entry-level role involves troubleshooting, application monitoring, and issue logging, offering a hybrid work arrangement and opportunities for career development.

Benefits

Comprehensive benefits package

Full training

Career development

Qualifications

• 1+ year experience in Application/Tech support or Customer Service.
• Ability to multitask and prioritize workload.

Responsibilities

• Provide technical support to users via a helpdesk ticketing tool.
• Monitor application performance and assist with software updates.
• Document all technical issues and resolutions.

Skills

Customer Service

IT Troubleshooting

Analytical Skills

Job description

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

This can be offered on ahybrid office/home 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.

What we're looking for?

• 1 year + experience in Application/Tech support or other Customer Service support role
• Great customer skills and good all round IT troubleshooting skills.
• Ability to multitask and prioritise workload
• Confident, friendly and outgoing, always happy to role your sleeves up and go the extra mile with a “can do” attitude.
• A passion for understanding technology, quickly exploring and learning about new technologies.
• A strong analytical, problem solving mind-set, quickly able to isolate root cause of an issue and provide a practical solution.

In return, you'll be offered a competitive salary along with comprehensive benefits package, full training and career development.

If this sounds like your kind of role, please apply online with your CV