Service Desk Analyst

Brief overview: To provide support and Customer Services to external clients for applications developed by Procserve or where Procserve has been involved as part of a consortium.

Accountabilities -

Service Desk Support:

• Providing excellent Customer Service via the telephone and email system.
• Logging Incidents/Requests that are issued to the Service Desk over the phone or via email
• Provide user support, coaching/mentoring end-users in the working of the Procserve systems
• Maintaining the rapport with Customers by displaying a detailed understanding of their support requirements
• Maintain high levels of incident ownership through the incident lifecycle to a satisfactory Customer resolution
• Proactively manage updates to all parties with Incident/Requests statuses through to resolution
• Develop and maintain communication skills appropriate to the environment
• Understand and proactively operate the escalations procedure
• Consistently meet Service Desk (KPI) Key Performance Indicators as set by the Service Manager
• Completing administrative tasks, including checking voicemails, logging and progressing Change Requests and Internal Change processes.
• Provide shift cover with current Service Desk operations between 08:00 – 18:00 Mon – Fri, flexibility on shift hours in the future would be advantages as the customer base for Procserve expands Globally

Personal and Team Development:

• Help develop and train other Service Desk Analysts, particularly New Starters to Procserve
• Identify training needs or requirements for yourself individually or for the team
• Comply with all company, department and customer

For more information on the role  please click here

To apply for the role please send your CV to careers@procserve.com