Service Desk Analyst

Service Desk Analyst

Summary:

OnTrack Retail is a software development company specialising in providing online retailing platforms for the transport industry.

As a Service Desk Analyst, you will be responsible for delivering quality support to our major UK Rail Clients. An average day will see you triaging and investigating issues raised through the Service Desk, providing timely updates to clients and converting client issue reports into clear instructions for our Developers.

Strong communication skills, a friendly demeanour, problem-solving abilities, and a willingness to learn are essential for this role.

What you’ll do:

• Act as a contact point for cases raised through the Service Desk, ensuring prompt and professional responses to our clients.

• Triage and investigate issues reported by our clients, gathering all relevant information to facilitate effective troubleshooting and resolution.

• Provide regular and timely updates to clients regarding the status of their reported issues, ensuring clear and concise communication.

• Convert client issue reports into clear and actionable requirements for the Development Team.

• Prioritise issues to ensure they are resolved within our contract timeframes.

• Host weekly calls with our clients to report on the Service Desk's progress.

About you:

• Educated to Degree level or possess previous experience of working in the IT industry.

• Excellent verbal and written communication skills, with the ability to tailor messages to various stakeholders and colleagues.

• A friendly and approachable demeanour, capable of maintaining polite and positive communication during challenging situations.

• Previous experience in customer-facing roles is advantageous.

• Strong problem-solving abilities and an affinity for resolving issues.

• A fast learner who is driven to acquire new concepts and skills.

• Strong organisational skills to manage multiple tasks and priorities effectively.

• Ideally, a willingness to visit our London-based office at least 2-3 times a week, as required.

Benefits:

Following a three-month probation period, we offer the following benefits to our employees:

• 25 Days of annual leave and a further day for each year of service (up to 30 days)

• Free Private Medical Insurance

• Free gym membership

• Annual salary reviews

• Financial support for personal development and training

• Cycle to work discount scheme

• Allowed up to 30 days of working abroad per year

• Two (extremely fun!) company parties each year

• Hybrid working environment