3rd Party Helpdesk Analyst

Ref: AH/ 2000286

Location: West Berks

Salary: to 19k + bonus potential of 8% + benefits

This role may involve travel to other sites both within the UK and abroad

Position Overview

  • Our client is a market leader in the development and provision of trading and financial software environments for specialist distribution, wholesale, merchant and retail industry sectors, addressing single- or multi-branch operations, as well as catering for organisations with ‘point-of-sale’ showrooms and warehouses.
  • The Commercial Software Support Department assists customers with queries and problems relating to our client's application software post implementation. The department also provides customers with a wised variety of other service including the installation of new software and customer training.
  • As one of the main points of contact for customers within the company, the Helpdesk Analyst will be expected to project a professional image at all times and to build up and develop good relationships with customers and partners. The role involves working as part of a team to ensure that the required level of service is maintained at all times

Main Duties and Responsibilities

  • Take all calls relating to our 3rd party providers and provide 1st line support
  • Monitor all calls that are logged with our partners and ensure that customers are informed and that calls are progressed in a timely manner
  • Ensure that all customers receive an efficient, professional high quality Support Service in accordance with the Service Level Agreement
  • Pro-Actively take ownership of a wide variety of calls and problems
  • Ensure all calls are dealt with efficiently and promptly in accordance with the Service Level Agreement
  • Manage, prioritise and progress their adopted calls, in particular:
    • Effectively and promptly resolve calls, ensuring old calls are kept to a minimum
    • Accurately investigate, identify and rectify both the causes and the symptoms of problems
    • Provide work arounds to minimize the impact of problems when this is appropriate
    • Implement solutions to the customers’ best advantage and ensure the call resolutions meet the working business practices of the customer
    • Escalate calls and seek advice when appropriate
  • Use the call logging system correctly and ensure that calls are updated on a regular basis with actions undertaken
  • Regularly update customers regarding the status of their calls
  • Effectively handle complaints and call escalation requests from customers
  • Take all calls from customers for our partners and provide first line support, logging and management of the calls
  • Undertake daily monitoring tasks including backup checks
  • Co-ordinate disaster recovery tests for our hosted environments with our partners and customers
  • Continually and pro-actively acquire and retain knowledge of company products and systems
  • Alert senior personnel and their manager and/or any of the other support managers as necessary regarding any sensitive customer issues
  • Follow and apply the standard Commercial Software Support Procedures and Practices
  • Take the initiative and identify ways in which the Support Service and/or Support Procedures can be improved and discussing these with their manager
  • Undertake any other projects as required by their manager

Knowledge and Experience

  • Customer service experience
  • Prior IT Experience – understanding of networks, hosting, desktops and operating systems
  • Good communication skills

Personal Skills

  • Ability to investigate unfamiliar problems and generate effective solutions in a systematic and logical manner
  • Have excellent customer care and strong interpersonal skills
  • Project a professional image
  • Be adaptable and work as an effective member of the team
  • Be organized and manage own workload efficiently
  • Maintain a professional standard of communication at all levels
  • Work conscientiously and use initiative
  • Be calm under pressure and manage stressful situations
  • Adopt a positive, pro-active approach to work

Questor is acting as an employment agency in relation to this advert. Due to the effectiveness of online advertising and the response levels that it can generate, it is often impossible for us to respond to every applicant. As a professional company we gladly welcome applications from persons of any age and background and do not intend to discriminate with advert text and terminology.


01767 683583

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