1st Line Service Desk Analyst

1st Line Service Desk Analyst

TBA Group produces market leading, large-scale, distribution and supply chain software products used by customers worldwide and is aiming for further substantial growth over the next 5 years. We are looking to recruit a 1st Line Service Desk Analyst on a permanent basis in Doncaster.

This role will be responsible for providing technical support to our clients, ensuring timely resolution of issues, and maintaining high levels of customer satisfaction. 

Please note; although we offer hybrid / flexible working - you will be required to come to the office at least 3 days per fortnight, so someone within commuting distance to Doncaster is required. This role provides cover over an extended day; the working hours will be 05:30 – 14:00 and 08:30 – 17:00 in weekly rotation.   

Key Responsibilities

• Serve as the first point of contact for clients seeking technical assistance via phone, email, or ticketing system.
• Triage, diagnose and troubleshoot issues, guiding clients through solutions or escalating to the appropriate team when necessary
• Manage customer liaison, pro-active feedback and customer queries from ticket creation to resolution
• Log calls in the Service Desk call logging system
• Flag common issues for problem investigation and resolution and linking recurring Incidents to open problems
• Daily/weekly monitoring checks on customer systems

Key skills and Experience

• Excellent communication skills, both verbal and written, with a customer-centric approach
• Some technical knowledge in the following areas :- MS O/S, MS Office Suite, application support
• Strong problem-solving skills and ability to think critically under pressure
• Organizational skills
• Time management
• Exposure to ITIL practices
• Ability to work independently and as part of a team in a fast-paced environment
• Customer focused
• Good problem-solving skills

Desirable

• Previous experience in a technical support role, preferably in a software company.
• Knowledge of MS SQL an advantage

What we offer

• Salary: £negotiable, depending on skills and experience
• 33 days annual leave (includes 8 Bank Holidays)
• Private medical with BUPA
• 6% Contributory Pension Scheme
• Hybrid working
• Excellent working environment