Service Desk Analyst

Our client a global technology company is looking for a skilled Service Desk Engineer for a 6-month contract role based in Sheffield. You will play a key role in ensuring smooth day-to-day operations, handling technical issues, and maintaining excellent customer service standards.

Key Responsibilities:

• Incident Management: Handle incoming calls, manage emails, and track tickets in Salesforce from initial logging through to resolution.
• Ticket Resolution: Coordinate with resolving teams to ensure timely resolutions, proactively chase issues, and provide updates.
• Technical Troubleshooting: Perform line tests on PSTNs and diagnose broadband faults. Assist with new device installations and work with engineers to resolve complex technical problems.
• Customer
  
  Experience:
  
  Ensure a smooth in-life service experience, from order entry to operational service, focusing on customer satisfaction.
• Network Performance: Monitor 24/7 network performance, resolving issues that cause outages or impact KPIs.
• Metrics & Leadership: Oversee customer experience metrics and contribute to effective management, leadership, and rota scheduling.

Skills and Experience

Required:

• Strong technical fault coordination experience and understanding of IT/communication systems.
• A team player with a flexible attitude and a proactive approach to problem-solving.
• Customer-focused with experience in managing both internal and external stakeholders.
• Proficient with Microsoft Office suite (Outlook, Word, Excel, PowerPoint).
• Previous experience working with Salesforce or similar ticketing systems is an advantage.

What's on

Offer:

• 6-month contract inside IR35
• A dynamic working environment with a mix of onsite (3 days) and remote (2 days) work

If you're ready to take on a challenging role in a fast-paced environment, we want to hear from you!

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