Our client, based in Castle Donington, are market leaders in their field. Due to expansion, they are looking for a Service Desk Consultant to join their Software Support team on a permanent basis. This is a varied, challenging and complex role which will suit an inquisitive, tenacious and thorough individual.
Monday - Friday.
Service Desk Support - The Role:
Daily contact with the rest of the team. Good communications are essential.
Log and investigate tickets and provide first/second line services.
Ensure client’s expectations are set appropriately and are responded to within the agreed SLAs.
Ensure ticket priorities are completed in accordance with the requirements of the client and prevent client escalation.
Report progress of significant problems to the Team Leader.
Use problem solving skills to identify solutions and communicate them to customers competently. This may require negotiation skills to obtain mutually agreeable solution.
Influence and advise customers on the system.
Be a self-starter and work independently or as part of a team.
Investigate, identify, implement and test software issues and changes requested by the customer.
Highlight possible internal improvements both with the processes we follow and with the software we support.
Effectively analyse situations and work with other teams in a professional manner to ensure the very best level of service for our clients.
Be confident in your decisions and be able to learn quickly from mistakes.
Identify and control the tasks allocated to you in order to meet specified time scales. Ownership of your own workload is essential.
Remain positive and constructive in times of pressure and collaborate for a best case conclusion for all parties.
Service Desk Support – The Candidate
Whilst experience in software support is not essential, we are looking for a candidate who is technically minded and can learn quickly.
You will have fantastic customer service and problem solving skills.
The ideal candidate will have an analytical mind-set and understand and have experience in the operational workings of a Warehouse environment.
Experience in complex software support would be advantageous as would experience writing SQL to a competent level.
Experience of mapping customer requirements to existing or new functionality along with experience of creating specifications to define the existing or new functionality would also be beneficial.