Support Desk Analyst Apprentice

Cirrusresponse; Epsom; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A growing technology company is seeking a customer-focused support role based in Epsom, offering hybrid working. The successful candidate will provide expert assistance to partners and customers, focusing on first-call resolution and efficient ticket management. Ideal applicants will have experience in a support desk role, strong communication skills, and proficiency with Microsoft 365 products. The role supports organizational KPIs and requires a commitment to excellent service through clear communication and effective issue resolution.

Qualifications

• At least 1 year in a support desk role is advantageous.
• Excellent customer-facing verbal skills are necessary.
• Experience in the IT and/or Telecoms industry is advantageous.

Responsibilities

• Monitor and administer inbound email ticket traffic.
• Answer inbound customer and partner calls.
• Ensure resolution plans for new tickets are established promptly.
• Own and progress tickets, delivering first call fixes.
• Engage suppliers on tickets requiring their involvement.

Skills

IT proficiency in core Microsoft 365 products

Strong communication skills

Systematic problem-solving approach

Excellent time management and organizational skills

Tools

Salesforce

Job description

Founded in 2013, Cirrus is a high growth technology business that specialises in contact centre software, providing innovative solutions for SME and Enterprise clients. Cirrus sells exclusively through partners in the UK. Cirrus is headquartered in Epsom, Surrey.

Team: Support Desk within Customer Operations Function

Location: Hybrid: Office & Home based

Role Profile (The purpose of the role)

Provide expert assistance and a high level of customer focused support. Support Cirrus’ customers and partners through the triage, analysis and resolution of issues across our voice and omni products. Where possible you will delight our partners and customers by offering a ‘1st call resolution’ and where not possible using a combination of phone and email communication to keep customers engaged and informed.

The Scope of The Role

Direct Reports: This Role has no Direct Reports

Reports to: Support Desk Manager

Responsibilities of the Role

• Monitoring and administering the inbound email ticket traffic.
• Primary answering route for inbound customer and partner calls.
• Making initial contact on new tickets direct to customers to ensure a resolution plan/action in place as soon as possible and well within fault SLA.
• Ownership and progression of tickets, delivering 1st call / 1st time fixes for routine/basic issues.
• Managing the lifecycle of ticket in accordance with SLAs.
• Ensuring the majority of customer/partner responses and contact are by voice, using email when voice is impractical or an unavailable option.
• Engaging Supplier on any ticket requiring their involvement and providing the required FAQ/Script information.
• Maintaining excellent knowledge of both the organisation’s core and peripheral products and services to support all customer/ partner needs.
• Keeps notes on all actions completed per ticket clearly logged in Salesforce.

Баш Measures (What success looks like in this role)

• Active and measurable contribution to the meeting of team KPIs.
• Consistently resolves issues within customer and partner SLAs.
• Customer focussed resolution of tickets, maintaining high customer satisfaction.
• Maintains outbound call to email ratio for tickets of 70% calls to 30% emails per day (TBC).
• Ensuring the most appropriate choice is made to progress any issue quickly.
• Continuously updates FAQ/knowledgebase with latest learnings.

Experience

• At least 1 year in a support desk role would be advantageous but not essential.
• Relatable and demonstrable experience in helping people solve problems.
• An excellent customer facing verbal skillset.
• Some experience in the IT and/or Telecoms industry would be advantageous.

Skills

• IT proficient in core Microsoft 365 products.
• A systematic approach to dealing with customer’s issues.
• Strong communication skills and the ability to “think on your feet”.
• Confident in asking customers, partners and colleagues enough questions to resolve the issue within ‘one call’.
• Excellent time management and organisational skills – commitment to work to tight deadlines coupled with the drive to work on several incidents/service tickets.

Security Protocol

• As part of this role, you may be required to go through enhanced background checks. It will be essential for you to cooperate fully with the application process to obtain future DBS and BPSS, or other enhanced background checks as required.
• The Company is required by law and other regulations to comply with data protection and confidentiality and best practice information security governance.
• It is therefore your responsibility to maintain Company and client confidentiality at all times. You must not disclose any secrets or other information of a confidential nature relating to the Company or its business, or in respect of any obligation of confidence that the company owes to any third party, during or after your employment except in the proper course of employment or as required by law.
• It is your responsibility to understand our Information Security Policy in full and to implement any further developments as required.

It is your responsibility to observe and be compliant with all additional regulations in the Employee Handbook.