Service Desk Analyst

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Service Desk Analyst

£27,000 + Benefits, Hybrid: Cambridge / home based

About Arcus

Arcus is a fast growing and successful GovTech company. We are dynamic and forward thinking, with great ambition. At Arcus, you will have the chance to share your knowledge and make your presence felt. With our people at the core of everything we do, we don’t want people to ‘fit in’, diversity and difference are essential to creativity. We want people to thrive in our open and collaborative environment and be an integral part of our close knit team.

So, if you are looking for something more than ‘just a job’, you are in the right place. We have big company benefits, including Private Medical Insurance, Life Assurance and Pension, as well as Volunteering Days, Health & Wellbeing benefits and even our company Punt available for team members to book.

If this all appeals and you have the ambition to match ours, then read on!

The Job Role

The role is to provide 1st line support to customers using our products as well as ensuring timely resolution of requests in line with a published Service Level Agreement (SLA). You will aim to maintain a high level of customer satisfaction upon receipt of incidents & raised tickets. You will become an integral member of the Service Desk team keeping the Customer Service Manager updated on escalation of incidents where necessary and promote the Service Desk to provide customers with a one-stop service support solution.

Key Responsibilities:

Provide support to customers via ticket system, telephone and email
Set up customer users in the Service Cloud system and provide password resets
Follow communication procedures, guidelines and policies
Proactively use and monitor the Service Cloud system and key service delivery platforms and the customer applications
Take ownership of unassigned tickets and work with colleagues to continuously review and keep abreast of incoming requests
Escalate incidents where necessary to ensure the development for smooth, timely solutions of tickets
Coordinate incident resolution with the Enterprise Team to agreed Service Levels and Targets
Handle complaints, provide appropriate solutions and alternatives within set time limits and follow up to ensure resolution
Compile weekly and monthly reports of outstanding and resolved issues
Keep records of customer interactions, process customer accounts and file documents
From time to time visit customer site to assist with ‘Hand Over to Support’ introduction and/or be on customer site for ‘Go-Live’
Is this You?

We are looking for a talented, team-oriented individual who wants to make a difference. We place great emphasis on enthusiasm and motivation and the willingness to accept early responsibility. Delivering exceptional service with a smile and adding “sparkle” to all steps of the ticket resolution process.

Essential:

Skilled in delivering exceptional customer service
An effective communicator; verbal, written and telephone
Ability to work to own initiative in a dynamic, fast paced environment
Ability to prioritise tasks and manage time effectively
Ability to think critically, problem solve and use own judgement
Strong interpersonal skills and a collaborative approach to working in a team setting
Capable of applying the correct methods and tools in order to provide accurate, valid and complete information
Desirable:

Previous Service Desk experience with an understanding of help desk requirements
Understanding of the ITIL Incident Management Process
An Interest in and understanding of Cloud Technologies
How to Apply

If interested, please click on the link provided and you will be redirected to the company's website to complete your application