Job title: Service Desk - 1st Line Support Analyst
Department: Service Desk, Customer Support
Purpose of Role
Our Service Desk is at the forefront of ensuring that our clients get the most out of our Payment Platform and receive a consistently good experience. It is essential that we understand their needs to leave them in a better position after each contact.
We are looking for someone dedicated to exceptional customer support who has a proven track record in this area. The ideal candidate will also have analytical, communication strengths both by telephone and email.
Full support and training will be provided, but prior experience supporting software or financial systems would be an advantage.
The 1st line Support Analyst would be the first point of contact for calls and tickets. You would be responsible for triaging reported issues and prioritising/escalating them in order of impact and importance in line with our existing Service Level Agreement.
Going the extra mile to understand client requirements beyond the initial request
To pass detailed tickets to second line support where applicable with a clear explanation and any supporting documentation in order for a more detailed investigation or resolution
Familiar with Service Desk inbound ticketing systems
Ensuring that calls are logged accurately and resolved within agreed SLAs
Proactively recognising the needs of the customer; for example additional training requirements and proactively alerting in the right teams to accommodate
A confident and capable communicator across various channels
Ability to build customer relationships and a keen desire to help customers succeed
The role is based at our Burgess Hill office and therefore we are looking for local candidates to Burgess Hill (within less than an hour’s commute) to help protect this work life balance principle.