Service Desk Analyst

Liverpool

Concerto (Part of Bellrock Group) are looking for a Service Desk Analyst. The successful applicant will form part of the Service Desk to provide excellent customer service to Concerto customers and internal staff and achieve the team ambition of becoming a world-class Service Desk & Support team.

You will be responsible for performing technical tasks and fixes to remotely assist our customers. In addition to this, you will offer technical advice and support in relation to all aspects of the Concerto software, whilst logging Incidents and Service Requests on behalf of customers and ensuring compliance with policies and processes.

Furthermore, you will be required to liaise with other members of the Concerto team to ensure the timely resolution of Incidents, ensuring that SLAs are met. Moreover, the role will require working closely with customer accounts managers to better help, manage and support their instances.

Key Responsibilities:

Responsible for delivering the agreed Service Desk, Incident Management and Service Request processes, including:

- Prioritise workload and monitor tasks autonomously.

- Provide timely updates to end users via written and verbal communication.

- Troubleshoot software and technical issues quickly and competently.

- Develop deep understanding of Concerto products and services and provide support to all internal teams, enabling timely customer communications and swift resolution.

- Ensure documentation and ticket information is relevant and up to date.

- Performing software updates to the Concerto software.

- SQL Database administration and running SQL queries.

- IIS Administration, including creation of new websites.

- Installation of server components.

- Aiding the wider Concerto team by documenting fixes and producing a knowledge base of information for future usage.

- Support the Account Management team with by providing key technical insight and advice.

Skills & experience:

- 2 Years Commercial Experience providing support on a Service Desk.

- Worked in a technical troubleshooting role with a complex product.

- Experience working in fast paced commercial environment.

- SQL server experience performing backups, restores and running queries.

- Windows Server experience, including IIS configuration.

- Knowledge of FM/Property Sector.

- Exposure to technology including IoT and Single Sign-On.

- Self-motivated with ability to work on own initiative with a ‘can-do’ attitude.

- Willing to learn and become an expert with cloud-based software solutions.

- Interest in software and infrastructure troubleshooting.

- Professional image and communicative manner.

- Excellent written and verbal communication skills.

- Ability to effectively escalate issues.

- Ability to quickly put into practice knowledge passed to from other teams or colleagues.

- Create clear and quality user documentation.

- Ability to spot opportunities for

- Improvement in processes and in the software and provide recommendations.