The opportunity
Our Service Desk Analysts perform a hybrid role, delivering first line technical for our products to our partners and customers as well as first line IT Support to our internal users. This unique blend of responsibilities exposes our Service Desk Analysts to a broad range of technologies from AWS and Voice over IP, to Office 365 and Desktop support. Our Service Desk Analysts work closely with our Technical and Partner Support team and Internal IT Team to resolve issues, action requests and deliver an outstanding support experience to our teams, customers and partners.
Job requirements
- You have a background in customer service or first line technical support.
- Have a passion for delivering outstanding customer service.
- Have excellent organisation skills and are able to prioritise work based on severity, urgency and impact.
- Are a strong communicator, able to engage our partners, customers and users to explain problems, gather information and build a rapport that ensures a positive interaction.
- Have a meticulous approach to troubleshooting and are able to gather information effectively to ensure second and third line teams are able to get to work resolving complex faults.
- Can build strong relationships and credibility with internal teams and customers.
To understand the full requirements for this opportunity, please read the full job spec.
Primary responsibilities
- Providing first line support to PCI Pal’s staff, partners and customers.
- Ensuring Support Tickets received are quickly and efficiently triaged and prioritised inline with our Service Level Agreements.
- Performing tier 1 investigations, this includes gathering examples and guiding the customer through basic troubleshooting and resolution steps (have you turned it off an on again?).
- Helping customers, partners and internal users to help themselves by directing them to resources to guide them through simple requests that can be self-served.
- Completing simple service requests such as user additions, removals and password resets.
- Contributing to the internal and customer-facing knowledgebases to ensure content stays continuously up-to-date, helpful and relevant
What we offer
- 25 days holiday, rising to 28 days per annum with length of service
- Medical, dental and optical insurance cover
- Work from home or Hybrid (depending on location)
- An exciting and flexible working environment surrounded by friendly and committed co-workers
- “Work from anywhere” 2 weeks per year policy
- Training and development opportunities
- Access to an employee assistance programme and wellbeing support hub
- Rewards platform (offering discounts, cashback and savings)
- Ad-hoc team events, incentives and competitions
