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About The Role:
My client is a growing hospitality tech company based in Bristol current looking for a Service Desk Analyst to join their team. In this role, you’ll be the first point of contact for our clients, providing exceptional support to ensure their systems run smoothly and efficiently. You’ll play a key role in diagnosing and resolving technical issues, as well as enhancing our service delivery through continuous improvement.
 
Essential:

At least 2 years of experience on a customer-facing service desk.
Strong understanding of the Microsoft Office suite (Word, PowerPoint, Excel, Outlook).
Excellent knowledge of Windows OS, printing, Windows services, and networking principles (DHCP/routing/wireless 802.11).
A customer-first attitude with a desire to provide exceptional support. Desirable:

A degree (BSc, BA) in an IT-related discipline.
ITIL Foundation certification.
Experience using multi-channel customer service support tools like Zendesk.
Experience supporting mobile and static devices using industry-standard EMM/MDM tools.
Strong written and verbal communication skills.
A sociable personality with a good sense of humour.
Ability to work effectively in a fast-paced environment and adapt quickly to changes.
Excellent interpersonal skills, with the ability to build strong relationships with clients and colleagues.
Persistence, persuasiveness, and proactive problem-solving skills. What You’ll Do
As a member of our support team, you will be at the forefront of customer support for our product suite. This is a hands-on role that offers significant opportunities for growth as the team expands. Your responsibilities will include:

Providing exceptional customer support at all times, managing escalations, and collaborating with other teams within the business.
Assisting in the development and improvement of service desk processes.
Proactively managing customer satisfaction to ensure their systems operate smoothly (BAU).
Occasionally visiting client sites to provide on-site support.
Participating in the on-call rota to provide out-of-hours telephone support to our customers, following a weekly shift pattern to cover 8 AM-8 PM, 7 days a week. About You
You are someone who:

Has excellent communication skills and can explain issues clearly and concisely, both orally and in writing.
Is pragmatic and creative.
Is detail-oriented and accurate.
Has an open and friendly personality.
Can remain calm and solve problems under pressure. Recruiter: Callum Thompson