Service Desk Analyst

Location Hertford
Discipline: SAAS
Job type: SEED - Permanent
Salary: ££23,000 - £27,000
Contact phone: 07411376845
Job ref: JSuppHert
Duration: Permanent
Startdate: ASAP

My client is a Travel Technology company and is looking for a Service Desk Analyst / Application Support Analyst with expertise in supporting tickets, providing excellent customer service, application support, SaaS / software support to work in their head office in Hertfordshire.

This will be a Hybrid role with 3 days in office and 2 days from home.

Summary of Job:

Working as a part of Service desk team, the successful candidate will work on the support tickets raised by their customers. Providing an excellent service to all, whilst delivering training and guidance as doing so.

The successful candidate will be confident in working within a team and independently, whist being able to work on a wide range of clients and product configurations. Will need good technical understanding of software as a service SaaS based product.

Responsibilities & Duties:

·       Providing 1st class technical and functional customer service to the users of their own software.

·       Answering and logging support requests from customers, researching and solving problems.

·       Working closely with their development team in order to obtain a solution for customers.

·       Training of new and existing customers, either at the client office or remotely.

·       Ability to communicate technical issues to non-technical users

·       Creating and modifying documentation for both internal and external use.

·       Assisting with the implementation of new customer websites.

·       Taking ownership of customer requests and ensuring timely responses in line with SLA agreements and escalating where required.


Technical Knowledge & Qualifications:


·       Ideally the candidate will have experience in the Travel industry

·       Previous experience in a support role is highly preferred

·       Strong problem solving skills

·       Proven ability to engage and interact with internal teams to resolve issues.

·       Demonstrated ability to prioritize and manage workflow to meet deadlines.

·       A strong eye for detail.