Help Desk Analyst – Coventry

Help Desk Analyst – Coventry

Helpdesk, Service desk, software support - Coventry
The Helpdesk analyst will work on a busy service desk as part of a dynamic team of analysts to support existing clients on their bespoke software. The successful Help Desk Analyst will provide 1st Line Support and have experience of call logging, speaking to users with a proven experience of managing incidents. As part of a collaborative working environment, the Help Desk Analyst will be service focused and develop an indepth knowledge of the company’s core products. Excellent communication and proven IT skills are essential for the role.
Core responsibilities for this Help desk / Service Desk role includes:

  • Provide 1st Line support to customers in the UK and Ireland
  • Keep in-house support systems up to date
  • Make sure support requests are handled within agreed SLA’s
  • Ensure call statistics such as wait times and queue are maintained to a high standard
  • Smoothly “on-board” new customers
  • Maintain strong relationship with 2nd line team ensuring jobs have enough detail
  • Create support articles and produce “how to” videos for our online help system
Core skills
  • 1st Line technical support
  • Excellent verbal and written skills
  • Supported bespoke software
  • SQL Server experience advantageous
  • Team player & positive attitude
Keywords; Service desk, Helpdesk, 1st Line, SQL Server, Coventry, Warwickshire, West Midlands
The  successful candidate will be a highly motivated individual with sound written and verbal communication skills.  For this role you will need excellent customer service and organisational skills, with the ability to self-manage and deliver work to a high standard.
This is a fantastic opportunity to join a company that are continuing to expand and have an excellent reputation for the service and professionalism. They often promote internally to allow for a clearly defined career path and offer a good benefits package
Send your CV to Bethany now –  or call 0161 438 1178

Location: Coventry, United Kingdom

Employment: Permanent

Salary: £20000 - £24000