Job Description

Job description

Associate Service Desk Analyst

SUMMARY

We are an innovative and market-leading software & services company based in Chorley serving clients in the utility sector ranging from new entrants to large existing suppliers. We deliver sophisticated software solutions and managed services in a Private Cloud infrastructure, servicing both traditional and modern real-time, smart energy clients.

We operate a Hybrid working policy so you will be able to flex between working in the office and your home location to carry out this role, however during your initial training period the need to be in office with other team members will be essential. Our UK office is based in Chorley, which is where you will be based.

While this position is full-time, we are open to discussing flexible working patterns that accommodate individual needs. If you require flexibility in your work schedule, please let us know during the application process, and we will do our best to accommodate your needs.

POSITION RESPONSIBILITIES

As Associate Service Desk Analyst you will be responsible for ensuring that ESG's customers receive excellent customer service. You will be responsible for triaging calls raised on the Service Desk portal, ensuring the correct prioritisation is applied alongside making sure enough detail is provided on the ticket before it is assigned to the relevant team.

Working in a busy and dynamic service desk environment, a willingness to 'get stuck in' and contribute outside of your specific area of responsibility is needed. You will have a strong customer focus and seek to continuously improve the service desk function internally and service desk experience or ESG's clients.

Responsible for the triage of service desk calls received including correct prioritisation and allocation to the first- and second-line support teams

Responsible for logging and responding to service desk calls & emails that are submitted to the ESG Service Desk.

Responsible for the management, monitoring and escalation of service desk tickets to ensure they meet or exceed contracted SLAs or OLAs

Responsible for customer escalations received via email or by phone

Working across departments within ESG to ensure appropriate and timely resolution of service desk tickets.

Providing courteous, professional, timely and helpful responses to customer enquiries on the helpdesk

Responsible for helping to build excellent customer relationships

Improve efficiencies through the automation of the reporting suite wherever possible

Responsible for the maintenance, both internal and customer facing, service desk documentation

Administration of the Service Desk tool as required

Participate in ISO27001 and ISO9001 accreditations

Understand the principles of ISO27001, ISO 9001, other regulatory obligations and ensure compliance in our service desk processes

Participate in a programme of continuous improvement, to ensure the support systems and processes are appropriate to changing company and customer requirements

ABOUT YOU

We welcome diverse people from all abilities, gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us.

You must possess:

Excellent interpersonal skills and team working capabilities Excellent written and verbal communication A strong sense of pride and accountability for delivering excellent customer service Detail orientated with an analytical mind set Be self-motivated and willing to contribute outside direct areas of responsibility Able to project a professional image Able to work effectively under pressure Able to focus on both detail and accuracy Able to work as part of a team or individually Tactful and diplomatic, able to influence people
Desirable:

Experience of working in an ITIL environment is desirable but not essential
You will be:

Able to demonstrate ESGs key values of

-

Excellence

: be accountable to deliver our best

-

Passion

: show how much we care each day

-

Integrity

: do the right thing when no one is looking

-

Collaboration

: work together to succeed together

ISO AWARENESS

Follow IMS Policies Reporting of Incidents ISO Responsibilities ISO Staff Awareness
Job Type: Permanent

Pay: from 23,810.00 per year

Benefits:

Additional leave Casual dress Company car Company events Company pension Cycle to work scheme Employee discount Free parking Gym membership Health & wellbeing programme Life insurance On-site parking Private medical insurance Referral programme Sick pay Work from home
Schedule:

Day shift Monday to Friday
Ability to commute/relocate:

CHORLEY: reliably commute or plan to relocate before starting work (required)
Application question(s):

Please state your desired salary. Do you now or will you ever in the future require visa sponsorship? What is your current notice period?
Work authorisation:

United Kingdom (required)
Work Location: Hybrid remote in CHORLEY

Job Type: Full-time

Pay: 23,810.00-33,566.00 per year

Schedule:

Monday to Friday
Work Location: In person