Service Desk Analyst

Connect is looking for a Service Desk Analyst to manage our Website Support service.

We provide a service through which our clients request website enhancements via an online ticketing system.

You will be responsible for managing tickets to completion, prioritising, scheduling and tracking the work for our technical teams. You will work with colleagues across the company to provide the best possible service for our clients.

You will communicate directly with our clients, keeping them informed on progress and building relationships.

An important aspect of this role is helping to shape client requirements for their websites in the long term, making your tasks varied and interesting.

We boast an impressive repeat business rate and we want you to help maintain that whilst exploring new avenues to work with our clients.

Main tasks:

· Managing our client’s support requests and turnaround times using an online ticketing system

· Ensuring up-to-date and accurate communication with clients at all times

· Prioritising, scheduling and pricing work appropriately

· Monitoring time spent on tickets to maximise productivity

· Providing reports of activity to clients on a regular basis

· Proactively suggesting innovations and examples of best practice to our clients, with help from our technical teams

· Regularly meet with our clients to help them maximise their website’s potential, proposing enhancements to them

· Other tasks, as appropriate

Essential Requirements:

· A background in customer service, preferably in an IT environment

· Excellent communication and customer service skills, able to liaise at all levels with clients and the wider team

· Great organisation skills, you are able to manage and prioritise multiple tickets

· The capability to deliver to strict deadlines

· Enthusiasm for technology, IT and all things digital

· Keen to continuously learn and develop your skills

· An ideas person who is also a great problem-solver

· A meticulous eye for detail

· Great team player

Desirable Requirements:

· Experience of website content management systems, e.g. WordPress

· An understanding of the website development lifecycle

· Experience of project management in a digital environment

· Experience of software testing

· You enjoy following clearly defined processes

Connect is a specialist provider of award winning web solutions. We are one of the longest established agencies in the UK with a wealth of knowledge and expertise. We are experts in web development and design, intranet development, app development, content management systems, database systems and software development. We also provide web hosting, and services such as SEO. Our main client base is public sector and we have a smaller but prestigious private sector client base. Our clients include public sector household names like DVLA, HMRC, HM Treasury and a range of other government, NHS and charity organisations.

Connect is situated in the heart of Liverpool city centre with everything that has to offer, including excellent public transport links. We operate a free life assurance scheme and provide free eye tests. Fruit, tea and coffee are provided for all staff and we have a programme of social events that everyone is welcome to get involved with. We pride ourselves in being a friendly and welcoming workplace where staff are our biggest asset.

Connect is an Equal Opportunity employer. No agencies please.

Job Types: Full-time, Permanent

Salary: £20,000.00-£25,000.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Life insurance
• Transport links
• Work from home

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Liverpool: reliably commute or plan to relocate before starting work (required)

Education:

• GCSE or equivalent (preferred)

Experience:

• Technical support: 1 year (preferred)
• Customer service: 2 years (required)

Work authorisation:

• United Kingdom (required)

Work Location: Hybrid remote in Liverpool

Application deadline: 12/04/2024
Reference ID: SDA/March24
Expected start date: 22/04/2024