Support Desk Analyst

Company description

Solution Domain offers attractive office and mobile workforce management solutions that meet the needs of utilities companies that manage deployed teams.

We have been developing mobile solutions and back office support systems for many years within the utilities sector in the UK.

Our focus is on creative and innovative software development for the utilities sector, to reduce the administrative burden associated with the complex management of utilities, and ease staff transition to an automated workforce management system.

Job description

Due to continued expansion we are seeking a Support Desk Analyst to help us deliver multiple projects to multiple clients.

Your role in the first year will be focussed on being the initial point of contact on our Support Desk, managing client support tickets and assigning them to development team members.

Subject to performance in the first year, we would migrate you into our development team to become a Junior Developer, with promotion also being available as your skills grow.

As your experience and understanding of the company grows, there will be opportunities to undertake training courses and learn more about coding our products.

This is a long-term, full time, salaried position for the person with the right skills and approach. The role requires working from home and you will be supplied with the hardware to do the job.

In summary, your responsibilities will include:

1. Single Point of Contact for Service Desk enquiries.

2. Interpreting Service Desk client enquiries and issues and assigning them to SDL staff.

3. Direct liaison with clients and SDL staff, providing regular updates on Service Desk enquiries.

4. Matching Service Desk enquiries to SDL's Program of Works to ensure that the priority and status of both matches (e.g. Urgent Resolution Required, With Client etc.).

5. Act as Subject Matter Expert for Service Desk issues, resolving Service Desk anomalies with the Service Desk software provider to ensure a smooth running platform.

6. Provide advice to customers as required by assigned SDL staff.

The role comes with an attractive package of benefits, including company pension, 30 days holiday a year, participation in the company bonus scheme, and the opportunity for promotion and increased salary depending on experience and performance.

Along with your CV, questions we would like you to answer when you apply are:

What experience do you have?

What qualifications do you bring to the role?

When can you start?

Job Types: Full-time, Permanent, Graduate

Salary: £20,000.00-£21,000.00 per year

Benefits:

• Company pension
• Life insurance
• Sick pay
• Work from home

Schedule:

• 8 hour shift
• Day shift

Supplemental pay types:

• Bonus scheme
• Performance bonus

COVID-19 considerations:
The work will require working from home, with daily briefings and meetings using video-conferencing.

Education:

• Bachelor's (preferred)

Experience:

• Customer service: 1 year (preferred)
• Software development: 1 year (preferred)

Work authorisation:

• United Kingdom (required)

Work Location: Remote

Reference ID: SDSE02
Expected start date: 01/07/2024