Service Desk Analyst Remote
Job description
Job Outline:
We're looking for a passionate and dedicated Service Desk Analyst who understands the importance of delivering the highest service levels, whilst keeping our customers at the heart of everything that you do!
You’ll be the first point of contact for all customers platform issues, whilst being dedicated to ensuring that all our customers are supported and an excellent service is delivered.
You will be a real people person and love engaging with new and current customers, as well as not shying away from making suggestions on how we can improve our processes, using your own initiative to seek solutions for problems and being able to work within an agile, scale up environment.
About Us:
We’re on a mission to power a people-first era for contact centres - one where employee experience (EX) is prioritised alongside Customer Experience (CX). To that end, we have plans in place to take our existing Quality Assurance & Improvement platform to the next level and become a market-leading AI-augmented Workforce Engagement Platform for fast growth sales & service teams around the globe.
We’re UK-based with clients and operations all over the world, and we’re proud to be associated with highly innovative brands like Samsung, Vitality Health, ManoMano and Ubisoft. We’re moving fast with treble digit revenue growth and we’re putting things in place for a Series A funding round in 2023.
We can offer:
- A salary in the region of £30K based on your previous experience.
- Remote first working done in the UK with a great policy around working abroad.
- Company Sick Pay
- 25-days leave plus bank holidays and your birthday off
- Private Health Insurance with Vitality
- Income protection
- Group life insurance
- Enhanced family leave (maternity, paternity, adoption)
- Comprehensive on-boarding and ongoing development
- Supported Personal Development plan with an allocated budget
- We genuinely care about our people. You’ll experience autonomy, trust and passion in heaps and bounds.
- Two annual business meetups with additional team / project meet ups in the UK as necessary.
Day to day you will:
- Provide overall support to our customers within the Service Desk function, ensuring all service procedures are followed, within agreed SLAs.
- Be responsible for handling all customer support tickets bringing the highest levels of service.
- Identify and contribute towards improvement initiatives aligned with customer experience and driving efficiency.
- Participate and input into service strategy and design for service improvements and optimisation.
- Identify, contribute, and implement new procedures to ensure best practice is shared and efficiencies are driven across our teams in relation to customer support.
- Work closely with the Service Desk Manager on communications within the business and for our customers by ensuring processes are followed.
- Identifying any service risks, recurring issues, trends and specific problem tickets, escalating as appropriate.
To succeed its likely, you’ll have:
- 4 years minimum experience working within a SaaS platform environment ideally in a Service Desk/Customer Support position.
- The ability to effectively triage customer issues, using your initiative to decide when to escalate such issues.
- Experience of working across several departments such as Engineering/Product
- An excellent ability to positively build relationships across teams to resolve customer issues.
- Experience of support ticketing software, e.g., Zendesk, Jira.
- ITIL knowledge/experience would be desirable.
- A tech-savvy background, with real curiosity and motivation to gain a deeper understanding of how our products work - inside and out.
- Experience of working in highly autonomous and agile environments, you will understand things change in scale up environments and embrace this with us.
- The ability to clearly articulate technical and non-technical messaging to stakeholders.
- Experience in contributing toward best practice, governance, and process improvements.
