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Service Helpdesk Analyst (Technical Support) job in Reading

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Job Ref:  204559242
Employer:  cv-library.co.uk
Job Type:  Permanent
Country:  United Kingdom
County/State:  Berkshire
City:  Reading
Post Code:  RG2
Salary:  £25000 - £30000/annum
10/10/2016 16:49
Service Helpdesk Analyst required for a global leading organisation. An SME in their field this role is a fantastic opportunity to kick on the career with technical support.

Main Purpose of Role:

• This is a technical customer service helpdesk analyst role based in the Theale office (near Reading), working as part of a small but critical team, to deliver exceptional technical support to our customer base
• The team has responsibility for all technical post sales activity at both 1st and 2nd line level, supporting 300+ customers, across multiple platforms and platform versions
• The team has responsibility for some technical pre-sales support (such as web portal demonstrations and service provisioning. NOT a sales role whatsoever)
• All customer activity is SLA based, to ensure continuity of service is provided at all times
• Customers have diverse and specific business needs, so our team often need to make fast but informed decisions to prioritise and support customer requests
Main Tasks and Responsibilities
• To be an ambassador for any of our partners who you could be representing at any time, in all engagements with customers
• Responding to customer queries (calls, emails, work requests) and then logging and taking action accordingly, including prioritisation and compliance with customer SLA's
• Responding to system generated alerting, including the utilisation of a range of investigation and resolution activities
• Liaising with colleagues, suppliers and partners for resolution of incidents and to implement process improvements
• Root cause analysis where appropriate, Eg:

o Reviewing system log files
o Understanding and searching SQL code (or other tools as appropriate)
o Analysis of data within Excel (or other tools as appropriate)

• Updating customer communications and documentation, Eg:

o emails
o Change log
o Incident log
o Tickets
o Work requests
o Internal team processes

• Administrative activities for provisioning and support customer environments, Eg:

o Create new customer web ports or network level data connections
o Regression testing of new implementations and changes
o Changing message routing
o Custom reports
o Maintaining customer & supplier information

• Producing customer reports as required
• Training customers on the utilisation of our products
• Balancing workload to deliver against tight customer requirements, schedules & SLA's
• Some travel may be necessary
• Effort would mainly be required in normal office hours, but our customers operate globally and so cover is expected 24x7x365 on a rota basis across the team out of normal office hours
• And anything else deemed necessary for the success of our business

Skills and Experience Required

• Clear communication, including empathy, feedback and responses with all customers & suppliers (via phone, email etc)
• Proven ability to learn quickly and on the job
• Determined to react quickly and in a pro-active way in response to customer needs
• General office applications (inc Microsoft Office - Outlook, Word, Excel, Visio, Sharepoint)
• Good working knowledge of web/internet applications and their structure
• Technical understanding of relational databases and application protocols
• Evidenced experience of conducting basic business analysis activity


• Technical application experience (Eg. SQL Server)
• Technical skills using multiple operating systems (Eg, Windows 2008 server, 2012 server, Windows 7 & 8 etc)
• Understanding of products and services
• Commercial awareness in our sector and that of our clients

If this role is of interest to you and you wish to be considered then please send your CV to David Eales
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