Service/help Desk Advisors x 2 Part time

Jobfinders Recruitment Ltd
18000.00 GBP Annual + pro rata
13 Sep 2017
21 Sep 2017
Contract Type
- As a Service Desk Analyst, you will be part of a team that manages first point of contact for all issues and queries, providing first line support within agreed service levels.
- You will focus on delivering quick and informative responses, ensuring that the team are able to effectively manage peak support volume.
- You will predominantly deal with telephone support but may also be asked to assist with email support where required.
- You will ensure that all enquiries are accurately recorded and updated on the service management system.
- You will be responsible for the efficient and timely escalation of issues, keeping customers informed of progress and ultimately the resolution.
- You will identify opportunities to improve the service levels provided to customers, ensuring that customer satisfaction is consistently high.
- You will ensure that at all times the company is represented as professional, courteous and helpful.

Key accountabilities:

- Provide telephone and email 1st line support for applications, to all internal and external customers during term time, peak periods.
- Ensure all support requests are recorded accurately and professionally.
- Ensure issues requiring escalation are clearly defined and are actioned in a timely manner ensuring a swift resolution can be reached.
- Maintain ownership of issues to ensure incidents are resolved, requests are completed, and the customer remains fully informed throughout.
- Work with support product experts to ensure the support knowledgebase continues to provide appropriate solutions for customer queries.
- Build strong relationships with customers by providing well informed and appropriate responses, by maintaining regular and timely communication, and by creating a positive customer experience at all times
- Keep abreast of software developments and ensure any gaps in knowledge are addressed.
- Attend internal and external training courses relevant to company products, as required.
- Follow all standard processes and procedures, implementing any changes to working practices where requested.

Person Specification

Educated to GCSE Level (or eqv) in English, Grade C or above.


Excellent telephone support (preferably with software applications).

Ability to quickly analyse queries and provide appropriate resolution.

Demonstrable experience of using support software.

Ability to take ownership of issues and escalate effectively.

Working within a call centre environment.

Able to work in a timely and professional manner with fluctuating volumes of work.

Skills and knowledge:

Proven analytical and problem solving skills.

Excellent telephone manner.

Excellent verbal and written communication.

Collaborative skills, within and between departments.

Ability to handle stressful situations.

Relationship building skills.

Able to build a professional rapport with our customer base and internal departments

Good general technical knowledge in order to communicate technical issues to non-technical customers.

Self-motivated and able to work without direct supervision, taking responsibility for completing assigned tasks to required deadlines.

Terms and Conditions:

25 days holiday per year (pro rata if part-time)



After successful probation

Private Medical Insurance

After successful probation

Annual bonus (based on performance)

After successful probation

Life Assurance

After 1-year service

Based within modern, desirable offices

Free on-site car parking