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| Job Location | Stretford, Manchester |
| Education | Not Mentioned |
| Salary | 20,000 per annum |
| Industry | Not Mentioned |
| Functional Area | Not Mentioned |
| Job Type | Permanent , full-time |
Ideal opportunity for IT savvy candidate looking for their first role in IT support. Service Desk Administrator/Service Desk Analyst role, once trained HYBRID role, WFH 2 days a week, Customer Service/IT Support, full training given on inhouse software,1st Line Support role, Excellent company. £20,000 plus excellent benefitsOverview of the role:The Customer Service Desk is the primary point of contact for all customers and users of the companys software, systems and devicesThe Service Desk provides first line support services to all external customers and users including call logging, placing consumable orders, call/order queries, and initial call troubleshooting, diagnosis and remote resolution where possible.The Service Desk also provide key administrative tasks directly affecting the end user experience. As the main go to department for the customer the Service Desk liaise closely with other internal departments and external suppliers to investigate and resolvecustomer queriesThis role is an entry level Service Desk position and while previous IT Service Desk experience is desirable, it is not essential.Key Responsibilities:Call handling, logging and processingManage customer queries by emails and phoneLog service calls and assign to relevant departmentPlace consumable orders for customer1st line support for customers (troubleshooting, diagnosis and resolution)The ability to build sustainable relationships with the customer and their account.Proactive order/service authorisationProactive Customer ManagementHigh levels of Customer Service on every contact with supplier or customerLogging calls with 3rd party suppliers, and ensuring customers are aware of updatesClear communication and expectation on each and every customer contact.Keep customer records of every conversation on the systems databaseManaging customer complaints ensuring resolutionSkills required for the role of Service Desk Analyst:Excellent customer service attitude and communication skills both written and verbalBasic knowledge and understanding to use desktop software (i.e. internet explorer, outlook)Knowledge of DPA processUnderstanding of CRM systems idealGood written documentation skillsAdvanced Investigative and problem solving skillsKnowledge of complaint handlingBasic knowledge and understanding of print devices, desktop and tablet software would be idealGood decision making skillsGood problem solving skillsAbility and willingness to learnDesire to work and develop in a customer facing support roleGood time management skillsAbility to work alone and as part of a team to achieve goals