Service Desk Support Analyst

Job Description

boxxe is driven by remarkable people and teams, enabling people, systems, and technology to function efficiently and effectively using every type of new technology and service on the market to increase margins, improve customer service, reduce operating costs in a safe and inclusive working environment. The result is an effective, engaged workforce and better operational performance throughout thousands of organisations across the UK.

Are you interested in starting a career within IT and joining a fast-paced service desk environment that is passionate about delivering excellent customer service, resolving customer issues, and being involved in aspects of technical support?

If you are proactive and solution focused, we would like to hear from you.

This role is hybrid and will require you to come into the office once a month.

Your Mission

• Customer queries/issues. Ensure the queries, requests, and issues of our service users are captured in detail, validated, triaged, and assigned as relevant for further processing

• Communicating with Customers. Accurately and thoroughly capture information to communicate to our service users, toward meeting the desired outcome through the appropriate channel(s)

• Ticket Stack Management. Monitor and manage your own ticket stack, ensuring KPIs and SLAs are met in line with the ITIL framework

• Optimization. Contribute to the quality improvement of the Service Desk through analysis, reviews, reporting and automation. Develop competence and share knowledge through continuous professional development. Support other organizational changes

What you’ll be doing

• Identify, diagnose, and respond to Incidents, Requests and Events in accordance with the required Service Level Agreements, ensuring that updates are regularly communicated to the end customer via the agreed channels.
• Robustly follow existing processes and confidently contribute toward process improvements
• Systematically interpret user problems and identify solutions and possible side effects.
• Uses experience to address user problems and interrogate databases for potential solutions.
• Escalate complex or unresolved incidents/problems to a higher level of support and provide detail summary of work undertaken toward reaching resolution.
• Record and track issues from outset to conclusion.
• During change, act systematically and respond positively to day to day operational needs to avoid service disruption(s), maintain coherence (SLA) and information security requirements.
• Responds to common requests for service support by providing information to meet the desired outcome. Promptly allocate unresolved calls as appropriate.
• Maintain records to inform service users of the relevant process and advise of actions taken.
• Manage Escalations and Major Incidents, following process, with Customers and relevant 3rd parties.
• Complete Personal Development toward securing required certifications and ensuring that you have the required knowledge of services that boxxe offer

What experience we think you’ll need

• IT industry experience, previous Technical Help Desk or Technical Customer Services skills would be a bonus
• Experience of working in a customer centric environment
• Excellent problem-solving skills
• Ability to communicate clearly and concisely
• Excellent attention to detail
• Excellent organisation skills with experience of prioritising tasks
• ITIL 4 or willingness to work toward qualification

At boxxe we believe that business should be about more than just profits. Sustainability is a core value. We are committed to reducing our environmental impact, encouraging inclusive working environments, and trading ethically. Everyone at boxxe is responsible for considering the impact of their actions on the environment and for reducing our carbon footprint through embracing Work from Anywhere (in the UK) principles, minimising travel by using virtual technology and adopting sustainable practices.boxxe embraces diversity. As an equal opportunity employer, we are committed to building a team that represents a variety of backgrounds, perspectives, and skills. boxxe does not discriminate based on race, religion, colour, national origin, sexual orientation, gender identity, age, marital status, veteran status, or disability status. All our employment is based on qualification, excellence, and business need.