Service Desk Analyst
Thorn Baker Group
- Mansfield, Nottinghamshire
- £26,000 per year
- Permanent
- Full-time
- Providing remote first-line support to digital screens clients
- Answer incoming calls and emails, accurately recording issues within the ticketing system
- Pro actively log tickets via the monitoring and alerting system
- Perform basic diagnostics across multiple internal systems, escalating issues internally where required
- Managing and maintaining tickets across various workflows, taking ownership of issues, providing regular communication to end users, identifying appropriate solutions, and ensuring all tickets are progressed or resolved within agreed SLAs
- Engage with 3rd parties where applicable to arrange engineer visits
- Generate quotes for replacement hardware where applicable
- Provide feedback for, and contribute to, continuous improvement within the team
- Experience in providing high levels of telephone based, or in-person, customer service
- Good communication skills, both written and verbal
- Ability to work on your own, as part of a team, and under pressure
- Good time management and ability to prioritise
- Initiative to diagnose problems
- Professional working attitude
- Experience as a First Line Support Analyst or equivalent role
- Experience using ticketing platforms such as Zendesk or ServiceNow
- Experience troubleshooting any of the following: digital screens, AV, OS, hardware, software
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