Our client is a Travel Tech company and is looking for a Junior Service Desk Analyst / 1st Line Application Technical Support with expertise in supporting tickets, providing excellent customer service, application support, SaaS / software support to work in their head office in Hertfordshire. This will be a Hybrid role with 3 days in office and 2 days from home.

Summary of Job:

Working as a part of Service desk team, the successful candidate will work on the support tickets raised by their customers. Providing an excellent service to all, whilst delivering training and guidance as doing so.

The successful candidate will be confident in working within a team and independently, whist being able to work on a wide range of clients and product configurations. Will need good technical understanding of software as a service SaaS based product.

Responsibilities & Duties:

 Providing 1st class technical and functional customer service to the users of their own software.

Answering and logging support requests from customers, researching and solving problems.

Initial troubleshooting of issues

Escalation of tickets to appropriate teams when unable to progress

Monitoring and administration of the unassigned queue

Clearly and well defined notes on tickets, ensuring smooth handovers

Responding to tickets in a professional manner, ensuring they meet their response times from Service Level Agreements

Creating and modifying documentation for both internal and external use

Collation of data for reporting purposes

Logging support requests from clients, researching and solving problems.

Technical Knowledge & Qualifications:

Ideally the candidate will have experience in the Travel industry

Previous experience in a support role is highly preferred

Strong problem solving skills

Proven ability to engage and interact with internal teams to resolve issues.

Demonstrated ability to prioritize and manage workflow to meet deadlines.

A strong eye for detail.