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1st Line Engineer ref: J491

Job Description: 

1st line Helpdesk, - Junior System Support Analyst – Permanent – Reading

My client is market leaders in providing SAAS (Software as a Service) for corporates and is looking for a 1st Line Helpdesk – System Support Analyst with expertise in excellent customer service with a passion about technology.

Job Summary:

  • Supporting end users of the company’s software and being the front line face of the company.
  • Suitable candidates will be client focused with an outgoing and friendly personality.
  • Looking for someone with previous support desk / call centre experience.  
  • Travel Industry background is a plus.

Key Responsibilities:

  • Providing excellent customer service to internal and external customers via telephone, email and in person.
  • Logging tickets onto an Incident Management System and taking ownership of customer raised issues from a work queue.
  • Troubleshooting reported problems or escalating to other teams as appropriate
  • Responding to customers in a timely manner
  • Keeping up to date with the company’s products and new features ahead of customer releases
  • Proactively raising bugs and system enhancement requests and testing the fixes
  • May be asked to represent the company at client events or attend trade shows

Skills and experience required:

  • Previous customer service experience essential, ideally from within the travel industry
  • A team player but with the initiative to take individual ownership of customer issues
  • Friendly and outgoing with an excellent telephone manner
  • Ability to be positive and calm under pressure and remain professional at all times
  • Strong communication skills, both written and verbal with the ability to communicate effectively at all levels both internally and externally
  • Competency with Microsoft Office and Windows software
  • Educated to GCSE level (or equivalent) in Maths and English
  • Knowledge of SQL and XML would be advantageous but not essential
  • Flexible and willing to work outside of regular hours should the business dictate

Key personal skills:

  • Good written and verbal communication
  • Positive, enthusiastic and supportive team worker
  • Ability to take ownership of, analyse and resolve incidents that have been escalated from 1st line and to manage escalation where appropriate
  • Ability to adapt, to learn new skills and to apply these to the role
  • Knowledge and experience of the UK corporate travel industry, Global Distribution Systems and Self Booking Tools an advantage
Job Location: 
Berkshire GB

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