Role Profile – Service Desk Analyst

Working at PSL, you will be part of a team that respect each other’s skills whilst striving to achieve excellence. You will be in a fast-paced environment based within the Service Operations Team.

As a Service Desk Analyst, you will be providing technical support to our clients and work within the Operations team to support our clients. You will also work with other teams across the company in supporting and delivering our Service Delivery Life Cycle to our clients.

Working within a structured environment, you will assist in the support and release of business software in line with the company’s strategy of providing a high quality and continuously improving service to our existing clients. In this role you will be required to analyse/investigate issues, fulfil requests raised by clients within agreed standards. You will also provide general assistance within all departments working within an SLA framework.

At Phoebus Software Limited (PSL) our people are the reason we can deliver marketing leading software to our clients. At Phoebus Software our company purpose is ‘To care about People, Products, Clients and having fun’.

Responsibilities:

  • Gathering data to identify and fix a variety of system/business related problems.
  • Producing documentation according to business requirements and storing information in accordance with company policy and standards.
  • Ensuring testing is carried out to make sure that hardware and software changes are useable by clients.
  • Analysing data regularly to establish trends and root causes.
  • The ability to quickly gain a clear understanding of technical challenges to systems
  • Identify the areas impacted by systems change.
  • Be able to use a range of analytical, planning and estimating techniques and tools.
  • Provide 1st & 2nd line support to clients both internally and externally
  • Good communication and service skills are essential to the role
  • Able to work within a team in a fast-paced environment
  • Demonstrates a willingness to take ownership and see things through to resolution.
  • The ability to understand and draw conclusions from data and client feedback
  • Making decisions and using judgement.
  • Able to overcome obstacles
  • Identify ways of improving service provided to clients, and reduce the demands on the Support Team

Knowledge skills & experience

  • Excellent Customer Service Skills
  • Excellent Communication Skills
  • Problem Solving Skills
  • Gathering Information
  • Team Working
  • Experience of working in a Service Operations environment
  • Strong written and verbal communication skills
  • Strong time management and organisational skills
  • Personal flexibility to meet business goals
  • Experience of working in an ITIL would be beneficial
  • Experience of working with ticket management systems, such as Jira
  • Demonstrable experience of working effectively within collaborative team structures, ideally in a technology-based business environment
  • Ability to work on own initiative, unsupervised and always maintain attention to detail at all times
  • Experience of developing and working with SLAs in a diverse environment with multiple stakeholders
  • Ability to analyse and simplify complex problems and to be able to communicate this to others at all levels
  • Experience of documenting process and procedures under document management systems

About you

You will be providing technical support to our clients and work within the Operations team to support our clients. You will also work with other teams across the company in supporting and delivering our Service Delivery Life Cycle to our clients.

Within a structured environment, you will assist in the support and release of business software in line with the company’s strategy of providing a high quality and continuously improving service to our existing clients. You will be required to analyse/investigate; issues and requirements to agreed standards, provide specifications and general assistance within all departments.

You will be working on a variety of system and business-related problems, changes and maintenance, working in a close-knit team. You will have excellent communication skills, be self-motivated, energetic, and can learn rapidly on the job and be able to share knowledge and ideas throughout the team.