1st Line Service Desk Analyst

AccessPay - Manchester

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


Responsibilities:

  • 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


Skills

  • 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

Benefits

  •  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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