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Service Desk Analyst - Software Support job in Bedford

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Job Ref:  204588183
Employer:  cv-library.co.uk
Job Type:  Permanent
Country:  United Kingdom
County/State:  Bedfordshire
City:  Bedford
Post Code:  MK40
Salary:  £17000 - £17500/annum + excellent benefits
28/09/2016 04:23
This role is based in Bedford on a central Service Desk, providing support for a bespoke software application and its related products for clients spread across the UK.

We are seeking candidate with an excellent telephone manner and a passion for excellent customer care along with a strong interest and awareness of IT, and ideally a good understanding of industry standard Microsoft applications as well as an eagerness to learn new software.

Training will be provided!

Problem solving skills, documentation skills and excellent use of the English language are essential.

Must be a team player, be able to remain focussed and calm under pressure, and to always be able to sustain a professional outlook.

Primarily, the successful candidate will take responsibility for the investigation, escalation and progression to closure of any issues unable to be resolved by 1st Line Analysts. To troubleshoot the issue using your knowledge of the software and knowledge base articles. Also to deliver any reasonable request by a Team Leader or Manager as part of the business functions.

Key tasks and responsibilities

Customer satisfaction at ALL times

To communicate with the customers demonstrating high levels of professionalism
To maintain regular contact with the customer throughout an enquiry

Business Operations

Analyse, investigate and resolve high level support issues from customers via incoming telephone calls, emails and support cases logged over the web.
• Maintain an up-to-date knowledge of the software range
• Develop and maintain an up-to-date knowledge of issues related to the implementation of the software, through internal training and external customer site visits, in order to achieve a consistently high standard of customer support.
• Contribute towards the knowledge of colleagues on the Service Desk.
• Adhere to agreed Service Desk procedures and working practices.
• Consistently achieve high performance targets

Skills and Experience

Good keyboard skills and fast, accurate typist with excellent Literacy skills.
Ideally confident with using mainstream Microsoft applications, web-based applications and similar products.
Good all-round awareness of IT, computers, computer peripherals and their make-up.
Excellent communication skills, both written and verbal
Strong customer focus
Be able to interact with team(s) and ensure full awareness of any issues
Experience in having worked within an IT Service Desk environment would be advantageous.
Ability to problem solve and analyse customer issues
Good communication skills
Conscientious and self-motivated
Flexible and adaptable
Good time-keeping

Work Pattern - Monday to Friday 08:00 - 16:30

To hear more about this exciting Service Desk opportunity, call us today to find out more or send your CV for review.

Candidates must be eligible to live and work in the UK to apply for this role.

Avocet Strategic Resourcing is acting as an employment agency in regard to this role and does not discriminate on grounds of race, sex, marital status, religion or belief, sexual orientation, age or disability.

Please note that every application received is personally reviewed by our recruitment team and Avocet Strategic Resourcing does not use automated screening tools
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