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We are looking for a Service Desk Support Analyst to play a key role within the Service Delivery team. Service Desk is the front-line of Visualsoft Support, providing excellent customer service to clients and acting as the ‘front of house’ for tickets and queries entering the support ecosystem.

The service Desk provides advice and guidance to clients for support related queries and acts as the first point of contact for clients who require technical assistance.

You will be responsible for initial management of incoming calls, logging requests as appropriate, managing expectations and delivering ‘quick fix’ solutions as per an established Support runbook.

Acting as the foundation to the support ecosystem, you will deliver first-class customer service, ensuring tickets are responded to and resolved as efficiently as possible at the first point of contact or assign the incident the correct team to facilitate a quick resolution.

Duties and responsibilities:

Ticket and call management

• Acknowledge and respond to all incoming client tickets and calls within a reasonable and timely manner.
• Deliver high-quality responses to clients and colleagues alike to make sure ticket movements are clear, and well explained.
• Manage client expectations in a professional manner, ensuring effective communication is consistent along the way.
• Prioritise all incoming tickets based on the incident prioritisation guidelines document and context of the issue, taking note of the clients business impact.
• Manage incoming client phone calls, delivering quick guidance, or logging requests as appropriate.
• Use reasonable endeavours to diffuse any complaints, escalating to team lead when needed.
• Make outbound calls where appropriate/required
• Ensure SLAs are responded to within an appropriate timescale
• Follow ticket best practices and procedures.
• Follow P1 practices and procedures.

Incident Management

• Work alongside wider team to identify core issues and incidents
• Take ownership of widespread issues and incidents
• Follow incident management policy
• Liaise with the wider team for updates
• Contribute to incident reporting and Root Cause Analysis

Technical Support

• Contribute to Support runbook
• Ensure relevant data is captured in relation to queries (e.g server logs)
• Ensure ticket contents make sense, and that no matter the department required the next person to handle the request will have all key details needed.

Department KPIs

• Contribute to the efficient management of calls to drive positive call waiting times.
• Escalate tickets in a timely manner where needed.
• Reduce departmental ticket hops
• Drive positive CSAT scores

Personal Development

• Identify and agree personal development needs making use of the skills matrix, and take actions to address these.

Requirements

What we're looking for

• At least 2 years proven and recent experience in a customer service based role
• Strong ability in using computer systems such as Google, Windows or Mac suites.
• Ability to articulate technical language to all levels across the business, both to clients and staff
• Experience of debugging issues
• Strong communication skills both written and verbal.
• Strong workload management and prioritisation skills.
• Experience in utilising HTML/CSS
• Technically minded
• Supportive and ability to mentor others.
• Pays good attention to detail
• Practical and logical and able to solve problems quickly
• Well presented, well-spoken, articulate and professional
• Determined, driven and willing to learn

Desirables

• Experience working within the digital industry/eCommerce
• Experience working within a technical and/or service delivery business
• Experience on the VS platform or other technical support/website platforms
• Experience of providing support to clients and staff at all levels in fast-paced, complex organisations
• Flexible in approach to work
• Able to read/write PHP
• Able to read/write JS

Benefits

We offer a great working environment and outstanding benefits including:

• Competitive basic salary with great progression options
• Unlimited paid holidays - yes that's not a typo!
• Fully flexible working to give you a great work-life balance
• Great dog-friendly working environments in central Newcastle, Manchester and Stockton on Tees
• Your choice of top-spec tech - Mac or PC
• Health Assured Employee Assistance Programme
• Free eye tests and flu jabs
• VS Perks, have a monthly treat on us; from Amazon vouchers, Playstation credits, Birchbox to Just Eat there's something for everyone!
• Free breakfast, fruit, hot and cold drinks and protein shakes
• Friday afternoon drinks to wind down for the weekend
• Pension scheme to help you save for the future
• Cycle to work scheme and discounted gym membership
• Discounts across our brands
• Regular team social events
• Training & development

So if you think you’ve got what it takes to join one of the UK’s leading eCommerce providers, we’d love to hear from you.

How to apply:

Fill out the form and add your current CV and salary expectation.

We regret that, due to high competition for roles at Visualsoft, we are only able to contact successful candidates. If you don’t hear from a member of our team within 28 working days of submission, you have not been successful on this occasion.

Talent Hunter Referral Bounty - £500

Help us find the right talent to join our team, and get a handsome reward in return. It couldn’t be easier - if you know someone that could be an ideal candidate, either refer them directly to us or simply ask them to include your details as the referer when they apply. If they land the job with us as a direct result of your referral, you get the bounty!