Service Desk Analyst

IP Integration Limited; Manchester; On-site; GBP 30,000 - GBP 40,000; Full time

Job summary

A leading technology solutions provider in Manchester is seeking a Service Desk Analyst to deliver exceptional customer support. The role involves managing support tickets, communicating with customers, and working under best practices to optimize service levels. Successful candidates will have strong customer relationship skills, comprehensive Office 365 knowledge, and at least 2 years of support experience. A commitment to teamwork and a proactive attitude are essential. Join a dedicated team that values people and invests in customer experience.

Qualifications

• 2 years' minimum support experience in a customer-facing Service Desk.
• Good understanding of customer relationship management.
• Solid knowledge in Office 365 applications.

Responsibilities

• Deliver excellent service to customers via phone and email.
• Manage support tickets and follow established procedures.
• Work closely with Engineering Teams to meet KPIs.

Skills

Customer communication

Incident management

ITIL knowledge

Office 365 skills

Problem-solving

Organizational skills

Job description

We are seeking a high-performing, self-motivated individual who is driven by providing exceptional support for our customers. Our Manchester office currently has an opportunity for a professional and experienced individual to fill the role of Service Desk Analyst, who will report to the Service Desk Team Lead, carrying out day-to-day duties as a Service Desk Analyst.

What does the role involve?

• Deliver an excellent level of service to customers and employees by telephone and email communication.
• Day-to-day operations involve following established procedures for incident management, service requests and liaising with Vendors through the lifecycle of support tickets.
• Complete 1st line support for Unified Communications, Network Services, IT Administration and Security Applications.
• Manage support inboxes to ensure support queries and incidents are dealt with professionally and promptly.
• Monitor dashboards to ensure tickets are processed and actioned effectively and within SLA.
• Work under best practices and continuously develop as a team.
• Proactive monitoring – Identify customer alarms and react to alerts accordingly with the engineering teams.
• Complete ad-hoc tasks within the Autotask ticketing system, such as scheduling changes, administering planned maintenance work and billable engineering time.
• Collaborate with the Engineering Teams to ensure IPI meets all KPI’s around Service Desk processes.
• Manage the communication for customer onsite resource planning and staff rotation days.
• Daily handovers with the Out-of-hours team.

Personal Skills and Attributes:

• A good understanding of customer relationship management and ITIL within a customer service environment.
• Customer-oriented with strong communication and interpersonal skills, and the ability to handle problematic customer conversations.
• A driven and committed team player with a flexible approach to work is essential, with a personal and technical range of skills to adapt to the company's needs.
• Solid Office 365 skills; Microsoft Word and Excel.
• Can Do Attitude - Possess a natural initiative and pro-activeness in their method of working.
• Highly organised and exquisite communication and people skills.
• 2 years’ minimum support experience in a customer-facing Service Desk or previous experience working within a technical support team environment.
• Support experience within a UCaaS or CCaaS product (desirable but not essential).
• Networking and Cloud knowledge (desirable but not essential).

What is it like to work for IPI?

IP Integration is dedicated to creating intelligent contact centre and IT solutions and supporting services which are unrivalled in the industry. Our breadth of knowledge and experience spans products and services from the world’s leading information and communication technology vendors; enabling us to deliver award winning, value-add solutions.

We are an agile, highly accredited organisation with over 20 years heritage in delivering contact centre solutions to businesses across the UK. We invest heavily in customer experience, our people and our culture – putting people at the heart of everything we do.