1st Line Service Desk Analyst

AccessPay - Manchester

Full-time (Permanent)
£20,000 - £25,000 / year
Published on
12 January 2022
11 January 2022

Handling incoming queries providing first line support interaction for our customers in line with our customer’s core business hours, Weekdays Mon – Fri, 08:00 – 18:00 (Out of hours support on rotational basis between 18:00 – 22:30).


  • Acting as the first point of contact for customers
  • Take ownership of queries, diagnosis, investigation, and resolution, escalation to second and third line when required.
  • Creating and updating training materials
  • Post release testing
  • Carrying out proactive customer success outreach
  • Implementing some of our new BACS customers
  • Working to customer deadlines and SLA’s


  • Excellent customer service skills
  • Strong communication skills
  • Analytical and logical problem solving approach
  • Previous experience in a similar service desk or shared service environment would be advantageous


  •  You will be entitled to 25 days’ holiday + 8 bank holidays 
  •  We operate a contributory pension scheme which you will be auto-enrolled into from day one  
  •  Free Gym Membership with Pure Gym
  •  Season Ticket Loan (available upon completion of probationary period) 
  •  Shares/Equity scheme after probation
  •  Health Shield Cash Plan (available after 3 months service) 
  •  Birthday Off work
  •  Free breakfast & lunch food when in the Manchester office
  •  Discounted Parking
  •  Access to training – both internal and external

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