Service Desk Analyst - HR Software (First-Line, SLA)

The Portfolio Group Inc.

Manchester

On-site

GBP 22,000 - 30,000

Full time

7 days ago

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Benefits offered by this job

Profit share scheme

Day off on your birthday

Perkbox discounts

Employee Assistance Programme

25 days' holiday

Pension Plan and Life Insurance

Company incentives

On-site gym

Holidays increase after 2 and 5 years'

Job summary

The Portfolio Group Inc. in Manchester is seeking a Service Desk Analyst who is tech savvy, customer focused, and capable of troubleshooting HR software issues. You will resolve queries within SLA, log calls in Salesforce, and provide first time resolutions where possible.

You will work with an experienced team in a modern city centre office, enjoy a profit share, birthday day off, Perkbox discounts, and a range of benefits as the company supports your professional growth and work-life balance.

Qualifications

Experience delivering customer support for software products.
Strong problem-solving and communication skills.
Ability to work to SLA and manage multiple queries.

Responsibilities

Answer inbound support queries within SLA.
Provide timely responses to inbound emails within SLA.
Troubleshoot technical queries and identify first-time resolutions.
Gather information from clients and escalate complex issues to second line support.
Take ownership of technical queries and keep clients updated on fixes.
Log all calls as cases against the correct account in Salesforce.
Provide one-to-one training as required.
Escalate unresolved issues to team leader/manager.
Assist with migrating HRonline users to the new platform.
Ensure ongoing adherence to SLA and KPIs.