Business Systems Service Desk Analyst

Permanent
Colchester
Essex
25000 - 28000
IT & Technology
Job 10366

Rutherford Briant have just registered a new role for a Business Systems Service Desk Analyst. The right candidate will be passionate about problem solving and be able to deliver solutions quickly for end users.

A fundamental part of the role will be customer service, being able to help all level of users and escalate any issues that can not be resolved.

The business is a large provider of residential care, with over 12,000 employees and 150 locations across the country it is incredibly important that the helpdesk is responsive and creative with its solutions.

Responsibilities:

  • Provide first line support for the business systems to operational and support service users. Acts as a first point of contact for users of the system delivering professional expertise and resolves issues in a tactful, polite and approachable manner.
  • Receive and log all support calls relating to the business systems using the division’s help desk systems.
  • Perform initial investigation into user queries and resolve where possible.
  • Escalate support calls and tasks to team members as appropriate.
  • Monitor the progress of support calls and provide feedback to users.
  • Ensure that all support calls are closed within SLAtime scales. Any exceptions to this are escalated to the Business Systems Supervisor.
  • Provision of support and training to staff in the use of the systems including ad hoc training to individuals over the telephone or video conferencing and assisting in delivering training to groups in a classroom environment.
  • Produce quality written procedures and user manuals to support the operation and maintenance of the systems.
  • Assist in the maintenance and operation of the business systems. Tasks include maintaining code structures, reconciling balances, processing interface files, administering user access and maintaining workflow authorisation systems.
  • Carry out daily system maintenance work including checking the systems are functioning correctly and interface files been processed successfully.
  • Create new or change existing user accounts across all the business systems.
  • Participates in the testing of systems and processes as part of upgrading and developing new functionality or applications.
  • Complies with the Company Appraisal system and attend an appraisal every year and at least quarterly updates.
  • Ensure mandatory training requirements are met.

This is a great opportunity for someone with a passion for IT & Technology, the support team are an integral part of the business so if you want to feel valued please apply.

Required skills

  • Customer Service 
  • Problem Solving 
  • Sla 
  • Technical Support 
  • 1st Line
Melanie Davidson

Recruitment Consultant

+44 (0)1371832 922