Service Desk Analyst
- Recruiter
- Confidential
- Location
- Merseyside
- Salary
- 19500.00 - 23000.00 GBP Annual
- Posted
- 17 Jun 2021
- Closes
- 15 Jul 2021
- Sectors
- Accountancy
- Contract Type
- Permanent
- Hours
- Full Time
Are you looking for an opportunity to join an exciting, successful business who are growing rapidly?
Do you want to work in a collaborative team, providing excellent service to their clients and focusing on continuous improvement of services?
Do you love sharing knowledge and supporting customers with their tech issues?
This is an excellent opportunity for a customer focused person to really make their mark within a growing audio company.
iFi Audio is a multi-award winning British audio tech company founded in 2012. Our ethos is firmly based in a blend of the best cutting-edge and classic technologies. We have an exceptional catalogue of products to improve sound quality and to also solve common problems found in home audio systems. Our products ensure studio-quality performance whether at home or on the go.
This role will give the successful person exposure to a lot of different areas of the business and will suit someone with a strong helpdesk or service desk background.
We are looking for a Service Desk Analyst to assist our customers with technical problems when using our products. Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and the after-sales procedure.
Responsibilities
* Use the ticketing system to answer customer queries in a timely manner
* First point of contact for customers seeking technical assistance via phone or email
* Determine the best solution based on the issue and details provided by the customer
* Walk the customer through the problem-solving process
* Escalate unresolved issues to the next level of support personnel
* Provide accurate information on IT products or services
* Record all actions, events, problems and resolutions in the ticketing system
* Follow-up and update customer status and information
* Pass on any feedback or suggestions by customers to the appropriate internal team
* Escalate and report product malfunctions and "known issues" to management
* Respond to customer complaints made on social media via the social media team
* Follow up with customers to ensure their technical issues are resolved
* Gather customer feedback and share with our Product, Sales and Marketing teams
Candidate Requirements
* Experience as a Service Desk Analyst or other customer support role
* Experience or expose to a call logging/ticketing system
* Good understanding of computer systems, knowledge of audio products, databases, Microsoft Office and G Suite.
* An interest or experience in Audio tech
* Experience using Service Desk software and remote support tools
* Excellent communication and problem-solving skills both online and over the telephone
* Ability to diagnose and resolve basic technical issues
* Patience when handling tough cases
* Multi-tasking abilities
* Proficiency in English and Maths
What iFi will offer you in return
Salary Range - GBP19500 to GBP23,000
Opportunity to travel
Pension Scheme
Free Food Fridays
28 Days holiday (inc bank holidays)
Do you want to work in a collaborative team, providing excellent service to their clients and focusing on continuous improvement of services?
Do you love sharing knowledge and supporting customers with their tech issues?
This is an excellent opportunity for a customer focused person to really make their mark within a growing audio company.
iFi Audio is a multi-award winning British audio tech company founded in 2012. Our ethos is firmly based in a blend of the best cutting-edge and classic technologies. We have an exceptional catalogue of products to improve sound quality and to also solve common problems found in home audio systems. Our products ensure studio-quality performance whether at home or on the go.
This role will give the successful person exposure to a lot of different areas of the business and will suit someone with a strong helpdesk or service desk background.
We are looking for a Service Desk Analyst to assist our customers with technical problems when using our products. Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and the after-sales procedure.
Responsibilities
* Use the ticketing system to answer customer queries in a timely manner
* First point of contact for customers seeking technical assistance via phone or email
* Determine the best solution based on the issue and details provided by the customer
* Walk the customer through the problem-solving process
* Escalate unresolved issues to the next level of support personnel
* Provide accurate information on IT products or services
* Record all actions, events, problems and resolutions in the ticketing system
* Follow-up and update customer status and information
* Pass on any feedback or suggestions by customers to the appropriate internal team
* Escalate and report product malfunctions and "known issues" to management
* Respond to customer complaints made on social media via the social media team
* Follow up with customers to ensure their technical issues are resolved
* Gather customer feedback and share with our Product, Sales and Marketing teams
Candidate Requirements
* Experience as a Service Desk Analyst or other customer support role
* Experience or expose to a call logging/ticketing system
* Good understanding of computer systems, knowledge of audio products, databases, Microsoft Office and G Suite.
* An interest or experience in Audio tech
* Experience using Service Desk software and remote support tools
* Excellent communication and problem-solving skills both online and over the telephone
* Ability to diagnose and resolve basic technical issues
* Patience when handling tough cases
* Multi-tasking abilities
* Proficiency in English and Maths
What iFi will offer you in return
Salary Range - GBP19500 to GBP23,000
Opportunity to travel
Pension Scheme
Free Food Fridays
28 Days holiday (inc bank holidays)