Service Desk Analyst

Bellrock Group; Liverpool; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a dedicated Service Desk Analyst to join their dynamic team in Liverpool. This role is pivotal in delivering exceptional customer service and technical support for Concerto software, ensuring swift resolution of incidents and adherence to SLAs. You will engage with various internal teams, providing insights and support while developing a deep understanding of the products. With opportunities for hybrid working and a comprehensive benefits package, this position promises a rewarding career path within a supportive environment. If you are passionate about technology and customer service, this is the perfect opportunity to advance your career.

Benefits

25 days annual leave

Salary exchange pension scheme

Life cover

Paid sick leave

Health Assured employee assistance program

Enhanced maternity/paternity leave

Cycle to work scheme

Holiday purchase scheme

Healthcare Cashplan

Virtual GP

Qualifications

• 2+ years in a Service Desk role with technical troubleshooting experience.
• Strong SQL and Windows Server skills required.

Responsibilities

• Deliver Service Desk and Incident Management processes effectively.
• Provide timely updates and troubleshoot software issues.

Skills

Technical Troubleshooting

SQL Server Management

Windows Server Administration

Excellent Communication Skills

Self-motivation

Problem Solving

Knowledge of FM/Property Sector

Cloud-based Software Solutions

Tools

IIS

SQL

Job description

Service Desk Analyst

Liverpool

Concerto (Part of Bellrock Group) are looking for a Service Desk Analyst. The successful applicant will form part of the Service Desk to provide excellent customer service to Concerto customers and internal staff and achieve the team ambition of becoming a world-class Service Desk & Support team.

You will be responsible for performing technical tasks and fixes to remotely assist our customers. In addition to this, you will offer technical advice and support in relation to all aspects of the Concerto software, whilst logging Incidents and Service Requests on behalf of customers and ensuring compliance with policies and processes.

Furthermore, you will be required to liaise with other members of the Concerto team to ensure the timely resolution of Incidents, ensuring that SLAs are met. Moreover, the role will require working closely with customer accounts managers to better help, manage and support their instances.

Key Responsibilities:

Responsible for delivering the agreed Service Desk, Incident Management and Service Request processes, including:

1. Prioritise workload and monitor tasks autonomously.
2. Provide timely updates to end users via written and verbal communication.
3. Troubleshoot software and technical issues quickly and competently.
4. Develop deep understanding of Concerto products and services and provide support to all internal teams, enabling timely customer communications and swift resolution.
5. Ensure documentation and ticket information is relevant and up to date.
6. Performing software updates to the Concerto software.
7. SQL Database administration and running SQL queries.
8. IIS Administration, including creation of new websites.
9. Installation of server components.
10. Aiding the wider Concerto team by documenting fixes and producing a knowledge base of information for future usage.
11. Support the Account Management team by providing key technical insight and advice.

Skills & experience:

1. 2 Years Commercial Experience providing support on a Service Desk.
2. Worked in a technical troubleshooting role with a complex product.
3. Experience working in fast-paced commercial environment.
4. SQL server experience performing backups, restores and running queries.
5. Windows Server experience, including IIS configuration.
6. Knowledge of FM/Property Sector.
7. Exposure to technology including IoT and Single Sign-On.
8. Self-motivated with ability to work on own initiative with a ‘can-do’ attitude.
9. Willing to learn and become an expert with cloud-based software solutions.
10. Interest in software and infrastructure troubleshooting.
11. Professional image and communicative manner.
12. Excellent written and verbal communication skills.
13. Ability to effectively escalate issues.
14. Ability to quickly put into practice knowledge passed to from other teams or colleagues.
15. Create clear and quality user documentation.
16. Ability to spot opportunities for improvement in processes and in the software and provide recommendations.

Working arrangements

We embrace smarter working practices which offer our employees the opportunity to work their hours flexibly where their roles and business needs allow. In this role, the successful candidate would be required to work from the Liverpool office, Monday to Friday, 8:30am - 5pm. There may be an opportunity for hybrid working once you have settled in.

What can we offer you?

Upon joining Bellrock, you can expect a comprehensive benefits package including:

1. 25 days annual leave plus bank holidays + 1 additional day as a thank you (enjoy it, it’s on us)
2. Salary exchange pension scheme
3. Life cover
4. Paid sick leave
5. Health Assured employee assistance and wellness program
6. Enhanced maternity, paternity and adoption leave
7. Salary sacrifice schemes: Cycle to work
8. Holiday purchase scheme of additional 5 days per year
9. Offers and discount scheme designed to save money on everyday shopping and essentials
10. Healthcare Cashplan
11. MotorSave Scheme
12. Refer a friend
13. Liftshare
14. Virtual GP

Why Bellrock?

Our people are our passion, so we’re all about helping them to achieve their ambitions. That means putting everything in place for you to have a rewarding career with us. So you can go far in your career, with us behind you. And our business will grow, too. So, if you’re ready to start your career journey with Bellrock we’re ready to welcome you. It’s a great place to be.

We would like to attract talent from all corners of the world for this role. Our commitment is to an equitable recruitment process so feel free to apply in any way that suits you. We are looking for the right person, not necessarily just the right person for this role.

Apply today.