Service Inbound Analyst

Salary: Salary up to £26,500 • Location: ManchesterService Inbound AnalystSalary up to £26,500LocationManchesterPurposeWe are looking for a highly capable service desk analyst to assess and optimize the performance of our end-user software. You will be analysing the performance of IT systems, resolving IT equipment and software issues, and providing IT support to our clients and personnel through phone calls and emails.To ensure success as a hybrid service desk analyst, you should exhibit sound knowledge of IT system analysis and experience in an IT support role. A first-class hybrid service desk analyst will be someone whose IT expertise and customer service results in enhanced end-user support and system performance.Reports toHead of Inbound ServiceHours of workRota basis of either 8:00am – 16:00pm, 8:30am – 16:30pm, 9:00am – 17:00pm, 9:30am – 17:30pmDay-to-day responsibilities include but are not limited to the below:Provide all inbound support queries to the service desk via all Omni channels.Provide a response to all inbound email queries.Troubleshoot technical queries to identify the type of query raised and provide first time resolution to basic questions and training needs.Gather information from the client, investigating any complex technical issues and escalate second line support.Take ownership of any complex technical queries and keep regular contact with client ensuring any updates and resolutions are communicated to the client.Keep CRM (salesforce) up to date ensuring all calls are logged as cases, accurately against the correct account.Provide one to one training as and when required based on client’s needs.Escalate any complaints which cannot be resolved at 1st touch to the customer care team.Always ensure Service Level Agreement adherence.Meet and exceed Key Performance Indicators.Arrange and sit Microsoft Teams meetings alongside clients with support queries.Key requirements Required skills and experienceIn-depth and current knowledge of computer programs and hardware.Proficiency in customer relationship management (CRM) and task management software.Exceptional analytical and problem-solving skills.Advanced collaboration, communication, and interpersonal skills.Excellent organizational and time management skills.BrightHR BenefitsEnhanced holidays – 25 days increasing to 27 after 2 years’ service and 28 after 5 years’ service (22 Days for Field Sales)Private health care cover after 5 years’ serviceNew business referral schemeAccess to Health ShieldAccess to the EAP serviceRefer a friend schemePaid birthday leavePension scheme contribution increasing to 5% after 5 years’ service and again to 7% after 7 years’ serviceGroup life insuranceEye care contributionFree fruit (office-based staff)Travel Season Ticket loan schemeMilestone recognitionDiscounted products – Manchester City centre parking (AO Arena) / First Bus Travel Club Membership / Microsoft Home User programme / Anglian Home ImprovementsPace health Club (situated in the park Inn) discounted gym membership and spa treatmentsPark Inn 20% food and drink discountNew Century 20% food and drink discountRevolution De Cuba 20% food and drink discountCycle 2 Work scheme* after probationary periodOn site GymBright Exchange perksValues & BehavioursLiving the company values of We care, We take action, we innovate, we inform, and we do the right thingWe lead by example and recognise those living our valuesWe drive the narrative by inspiring and engaging our teamWe collaborate with rigor and embrace diversity of thoughtWe deliver with a united voiceWe take ownership by staying close to team performance by Super Coaching and Walking the WalkWe keep our approach simple and stick to the playbook to deliver on promiseWe think critically and commercially, assess the situation before jumping to the solutionWe are BrightHR; the only software powered by HR, health & safety, and legal experts.

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