We are looking for a highly capable service desk analyst to assess and optimize the performance of our end-user software. You will be analysing the performance of IT systems, resolving IT equipment and software issues, and providing IT support to our clients and personnel through phone calls and emails.\n\nTo ensure success as a hybrid service desk analyst, you should exhibit sound knowledge of IT system analysis and experience in an IT support role. A first-class hybrid service desk analyst will be someone whose IT expertise and customer service results in enhanced end-user support and system performance.\n\nResponsibilities:\n\nOperates as a point of escalation for the service desk.\nSupports the team with technical advice and customer service skills from any of the Client channels.\nProvides the information flow from other departments to support First Line Analysts\nAdvises the team to upcoming changes to the systems and services.\nUses experience to investigate escalated problems with basic SQL queries.\nGather information from the client, investigating any complex technical issues and escalate second line support.\nTake ownership of any complex technical queries and keep regular contact with client ensuring any updates and resolutions are communicated to the client.\nKeep CRM (salesforce) up to date ensuring all calls are logged as cases, accurately against the correct account.\nProvide one to one training as and when required based on client's needs.\nAlways ensure Service Level Agreement adherence.\nMeet and exceed Key Performance Indicators.\nArrange and sit Microsoft Teams meetings alongside clients with support queries.Requirements:\n\nIn-depth and current knowledge of computer programs and hardware along with a basic awareness of SQL.\nProficiency in customer relationship management (CRM) and task management software.\nExceptional analytical and problem-solving skills.\nAdvanced collaboration, communication, and interpersonal skills.\nExcellent organizational and time management skills.

\n\nINDMANJ\n\nPortfolio Payroll Ltd is acting as an Employment Agency in relation to this vacancy