Service Desk Analyst
Job Description
Department: Service Desk
Reports To: Service Desk Manager
Work Location: Chorley - Hybrid
Hours of Work: 37.5
Position Type: Full-Time
Rate Type: Salary
Grade: 2
SUMMARY
We are an innovative and market leading software & services company based in Chorley serving clients in the utility sector ranging from new entrants to large existing suppliers. We deliver sophisticated software solutions and managed services in a Private Cloud infrastructure, servicing both traditional and modern real-time, smart energy clients.
We operate a Hybrid working policy so you will be able to flex between working in the office and your home location to carry out this role. but during your initial training period the need to be in office with other team members will be essential.
While this position is full-time, we are open to discussing flexible working patterns that accommodate individual needs. If you require flexibility in your work schedule, please let us know during the application process, and we will do our best to accommodate your needs.
POSITION RESPONSIBILITIES
- Responsible for logging and responding to service desk calls & emails that are submitted to the ESG Service Desk
- Responsible for the triage of service desk tickets received including correct prioritisation and allocation to the first and second line support teams
- Responsible for the management, monitoring and escalation of service desk tickets to ensure they meet or exceed contracted SLAs
- Responsible for investigating and providing detailed resolutions of first line incidents, this will include data fixes, re-processing of dataflows and updating customers with the appropriate resolution
- Working across departments within ESG to ensure appropriate and timely resolution of service desk tickets
- Providing courteous, professional, timely and helpful responses to customer enquiries on the helpdesk
- Responsible for helping to build excellent customer relationships
- Improve efficiencies through the automation of issue resolution where possible
- Identify and analyse opportunities to improve ESG products, services or processes, identifying the potential benefit and efficiency savings
- Responsible for the maintenance, both internal and customer facing service desk documentation
- Co-ordinate the continuous improvement of an internal and external knowledge base to allow customer self service in appropriate circumstances
- Understand the principles of ISO27001, ISO 9001, other regulatory obligations and ensure compliance in our service desk processes and participate in ISO27001 and ISO9001 accreditations
- Participate in a programme of continuous improvement, to ensure the support systems and processes are appropriate to changing company and customer requirements.
ABOUT YOU
We welcome diverse people from all abilities, gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us.
You must possess:
- Excellent inter-personal skills and team working capabilities
- Well proven written and verbal communication skillset, articulate and diplomatic
- A strong sense of pride and accountability for delivering excellent customer service
- Detail orientated with an analytical mind set
- Self-motivated and willing to contribute outside direct areas of responsibility
- Able to project a professional image
- Able to work effectively under pressure
- Able to focus on both detail and accuracy
- Able to work as part as a team or individually
- Tactful and diplomatic, able to influence people
Desirable
- Previous experience working in a Service Desk role
- Industry knowledge
- SQL experience is desirable
- Experience of working in an ITIL environment is desirable
Able to demonstrate ESGs key values of
- Excellence: be accountable to deliver our best
- Passion: show how much we care each day
- Integrity: do the right thing when no one is looking
- Collaboration: work together to succeed together
ISO AWARENESS
- Follow IMS Policies
- Reporting of Incidents
- ISO Responsibilities
- ISO Staff Awareness
*For more information on how we process your information please see our privacy notice which can be found on our website https://esgglobal.com/privacy-policy/ *
