Senior Service Desk Analyst (Jira)
- Recruiter
- Confidential
- Location
- Bournemouth
- Salary
- 33000.00 - 42000.00 GBP Annual + plus excellent benefits package
- Posted
- 24 Dec 2020
- Closes
- 21 Jan 2021
- Sectors
- Accountancy
- Contract Type
- Permanent
- Hours
- Full Time
ROLE OVERVIEW; Senior Service Desk Analyst / Service Delivery Analyst / Support Analyst with strong Jira software / Atlassian stack experience sought by award-winning software company in Bournemouth area.
Salary: Permanent role paying CGBP33K-GBP42K depending on experience and relevance plus excellent benefits package
Office location: Bournemouth area, Dorset.
THE COMPANY AND ROLE:
My client is a very establised global software company in the Bournemouth area. They seek to appoint for a new position and the role will suit an experienced Senior Service Desk Analyst or Service Delivery professional who may or may not have supervisory or team leading experience;
* You'll ensure that customer experience is second to none for both internal and external customers.
* The role takes a cradle to grave customer focused approach, from the on-boarding of new clients to my client's award-winning software platform.
* You'll provide effective and ongoing technical support via Triage to both new and existing clients, therefore ensuring products are delivered and supported throughout the life of a contract. You will become the subject matter expert and the go-to person for various departments, from Sales to Client Support to Implementations.
* Externally you provide direct customer support and will therefore need to form successful relationships with key stakeholders. You will demonstrate a customer first approach and be driven to deliver exceptional support in order to maximise customer satisfaction.
* You will manage a fully functioning multi-sourced service support desk (you'll have no direct-reports as such but you'll matrix manage other resources) with a customer-centric support approach across multiple locations, focused on service availability and performance.
* You will have responsibility for defining service level agreements (SLAs) and operational level agreements (OLAs) across all relevant business functions.
* There is an opportunity to progress into a more senior role with potentially team-leading responsibilities for the right candidate.
* You'll work with Jira Service Desk on a daily basis including creating / maintain Jira Service desk dashboards for senior management
CANDIDATE PROFILE
- You MUST have strong experience with Jira software and/or Atlassian stack
- a relevant background in client service delivery and support ideally having gained experience from working for another technology company(s)
- ideally ITIL or Prince2 qualified (not essential)
- excellent written and verbal communication skills, including ability to understand and communicate technical issues clearly and concisely
- Experience in creating and documenting processes
- Strong organisational, analytical and problem-solving skills, the ability to gather and critically evaluate information
- Solid computer skills with proficiency in MS Office
- Strong team player with the ability to carry additional responsibilities calmly and professionally
- Methodical/logical approach - able to follow and develop processes
NEXT STEPS:
In order to be considered for this excellent diverse position which has genuine long-term career prospects and a fantastic remuneration package please apply with a CV immediately.
Keywords
Customer service, client service delivery, manager, analyst, consultant, executive, support analyst, experience, lead, supervisor, JIRA, Atlassian
Salary: Permanent role paying CGBP33K-GBP42K depending on experience and relevance plus excellent benefits package
Office location: Bournemouth area, Dorset.
THE COMPANY AND ROLE:
My client is a very establised global software company in the Bournemouth area. They seek to appoint for a new position and the role will suit an experienced Senior Service Desk Analyst or Service Delivery professional who may or may not have supervisory or team leading experience;
* You'll ensure that customer experience is second to none for both internal and external customers.
* The role takes a cradle to grave customer focused approach, from the on-boarding of new clients to my client's award-winning software platform.
* You'll provide effective and ongoing technical support via Triage to both new and existing clients, therefore ensuring products are delivered and supported throughout the life of a contract. You will become the subject matter expert and the go-to person for various departments, from Sales to Client Support to Implementations.
* Externally you provide direct customer support and will therefore need to form successful relationships with key stakeholders. You will demonstrate a customer first approach and be driven to deliver exceptional support in order to maximise customer satisfaction.
* You will manage a fully functioning multi-sourced service support desk (you'll have no direct-reports as such but you'll matrix manage other resources) with a customer-centric support approach across multiple locations, focused on service availability and performance.
* You will have responsibility for defining service level agreements (SLAs) and operational level agreements (OLAs) across all relevant business functions.
* There is an opportunity to progress into a more senior role with potentially team-leading responsibilities for the right candidate.
* You'll work with Jira Service Desk on a daily basis including creating / maintain Jira Service desk dashboards for senior management
CANDIDATE PROFILE
- You MUST have strong experience with Jira software and/or Atlassian stack
- a relevant background in client service delivery and support ideally having gained experience from working for another technology company(s)
- ideally ITIL or Prince2 qualified (not essential)
- excellent written and verbal communication skills, including ability to understand and communicate technical issues clearly and concisely
- Experience in creating and documenting processes
- Strong organisational, analytical and problem-solving skills, the ability to gather and critically evaluate information
- Solid computer skills with proficiency in MS Office
- Strong team player with the ability to carry additional responsibilities calmly and professionally
- Methodical/logical approach - able to follow and develop processes
NEXT STEPS:
In order to be considered for this excellent diverse position which has genuine long-term career prospects and a fantastic remuneration package please apply with a CV immediately.
Keywords
Customer service, client service delivery, manager, analyst, consultant, executive, support analyst, experience, lead, supervisor, JIRA, Atlassian