Where does this role fit in?
The Service Desk is the first point of contact for our clients, this is a unique opportunity to join a fantastic team in a fast-paced, down to earth working environment. We use Salesforce call logging system to create incidents and request call tickets. Operating a shift pattern Monday to Friday 8am-6pm with occasional out of hours and weekend calls required, our team are enthusiastic and proactive, committed to serving our client's needs as quickly and efficiently as possible.
The role of the Service Desk Analyst is to ensure excellent system operation, so that our customers and staff can accomplish business tasks. As well as enjoying working under pressure and as part of a team, you will have excellent Customer Service and Interpersonal skills. You will have strong analytical abilities and be able to problem solve, manage your own time well and meet work-based targets. An understanding of the Service Desk function and its role within IT would be beneficial.
The key responsibilities are as follows:
* To become part of the Service Desk and be the first point of contact for all 1st line service support for all Creator/Creator Clients IT Services
* Provide 2nd line diagnosis of incidents and service requests and implement solutions
* Prompt escalation of Incidents to 3rd line support
* Identify trends for ways to prevent future problem
* Access knowledge bases, and proprietary FAQ resources to aid in problem resolution and update knowledge base with new identified fixes
* Performing preventative maintenance, including checking and housekeeping
* To work closely with 3rd party vendors to maintain the integrity of our business application servers
* Recommend changes in line with developing technologies and the IT Strategy
Service Desk Analyst | Support Desk | 1st Line Support | Problem Resolution | Inbound | IP Networking | Customer Service | Analytical | Microsoft TSQL | HTML | XML |.NET | CRM
Essential Requirements:
Am I the right person for the job?
Just have a look below, if this sounds like you it's definitely worth putting yourself forward.
* Good timekeeping
* Technically skilled with MS Windows desktops and office applications
* An understanding of IP networking
* Clear and logical thinking agility and problem-solving skills to tackle complex technical systems and Issues
* experience of working independently and in a team-oriented, collaborative environment
* Exceptional customer service skills
* Ability to effectively prioritise and execute tasks in a high-pressure environment
* Proven analytical abilities
* A people person who has the ability to present ideas in a customer friendly language
* Highly self-motivated and directed
* Keen attention to detail
Desirable Requirements:
Showing us experience in any of these areas would be beneficial, but not essential:
* A good understanding of basic Microsoft TSQL skills
* experience with HTML, XML and.NET
* experience of e-CRM Systems would be an advantage
* experience of working in an ITIL service management environment
* Service desk / IT desk experience
So, what can I expect in return?
On top of a competitive salary, you can expect:
* 25 days' holiday + bank holidays
* Pension scheme
* A range of salary sacrifice schemes
* Childcare vouchers
* Employee Assistance Programme
What are you waiting for!? You've got down to here which means there's a lot of things looking right, drop us your application and we'll get back to you as soon as we can!
Additional Salary Information:
Pension, Employee Assistance Programme, Tons of discounts!
About Our Company:
We are a specialist marketing services and technology business that helps major brands and retailers improve the efficiency, speed, cost and control of their marketing operations. We employ over 500 people.
Our Birmingham head office, based at Fort Dunlop, is home to the artworking, customer service, digital and marketing communications teams. Our clients include Heineken, M and S, Audi, Tesco, Joules, Puma, Skoda, Pizza Hut, Renault, Sainsbury's, Bourne Leisure, Cath Kidston and KFC.
We have a technology centre in Dartford, where we develop marketing resource management platform Media Centre and its mobile adaptation, Status. Media Centre manages all the marketing administration tasks faced by its clients, including briefing, requesting quotes, managing assets, approving artworks, planning campaigns, managing suppliers and reporting on all marketing activity.
We recently acquired Creator (now ITG Creator), which manages the strategic development of online sales and services for over three billion customer engagements.
ITG Creator helps companies understand and react to customer behaviour, making sense of big data to turn it into revenue opportunities. Clients include TUI Group, Liberty Global, Merck Sharp and Dohme, Virgin Media, Virgin Trains, Kwik Fit, Axa, De Vere, The Gym Club and David Lloyd Clubs.
We have recently opened offices in Chicago and New York, and have client offices in The Netherlands, France and Germany.