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Bellrock Property and Facilities Management
Location:
Liverpool, United Kingdom
Job Category:
Other
EU work permit required:
Yes
Job Reference:
Job Views:
6
Posted:
14.02.2025
Expiry Date:
31.03.2025
Job Description:
Service Desk Analyst
Liverpool
Concerto (Part of Bellrock Group) is 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, achieving 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. Additionally, you will offer technical advice and support regarding all aspects of the Concerto software, while 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 account 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:
1. Prioritising workload and monitoring tasks autonomously.
2. Providing timely updates to end users via written and verbal communication.
3. Troubleshooting software and technical issues quickly and competently.
4. Developing a deep understanding of Concerto products and services and providing support to all internal teams, enabling timely customer communications and swift resolution.
5. Ensuring documentation and ticket information is relevant and up to date.
6. Performing software updates to the Concerto software.
7. SQL Database administration and running SQL queries.
8. IIS Administration, including the creation of new websites.
9. Installation of server components.
10. Aiding the wider Concerto team by documenting fixes and producing a knowledge base of information for future usage.
11. Supporting the Account Management team by providing key technical insight and advice.
Skills & Experience:
1. 2 Years Commercial Experience providing support on a Service Desk.
2. Experience in a technical troubleshooting role with a complex product.
3. Experience working in a fast-paced commercial environment.
4. SQL server experience performing backups, restores, and running queries.
5. Knowledge of FM/Property Sector.
6. Exposure to technology including IoT and Single Sign-On.
7. Self-motivated with the ability to work on own initiative with a ‘can-do’ attitude.
8. Willingness to learn and become an expert with cloud-based software solutions.
9. Interest in software and infrastructure troubleshooting.
10. Professional image and communicative manner.
11. Excellent written and verbal communication skills.
12. Ability to effectively escalate issues.
13. Ability to quickly implement knowledge shared by other teams or colleagues.
14. Creating clear and quality user documentation.
15. Ability to spot opportunities for improvement in processes and software, providing recommendations.
Working Arrangements:
We embrace smarter working practices which offer our employees the opportunity to work their hours flexibly where their roles and business needs allow. In this role, the successful candidate would be required to work from the Liverpool office, Monday to Friday, 8:30am - 5pm. There may be an opportunity for hybrid working once you have settled in.
What Can We Offer You?
Upon joining Bellrock, you can expect a comprehensive benefits package including:
* 25 days annual leave plus bank holidays + 1 additional day as a thank you (enjoy it, it’s on us)
* Salary exchange pension scheme
* Life cover
* Paid sick leave
* Health Assured employee assistance and wellness program
* Enhanced maternity, paternity, and adoption leave
* Salary sacrifice schemes: Cycle to work
* Holiday purchase scheme of additional 5 days per year
* Offers and discount scheme designed to save money on everyday shopping and essentials
* MotorSave Scheme
* Refer a friend
* Liftshare
* Virtual GP
Why Bellrock?
Our people are our passion, so we’re all about helping them to achieve their ambitions. That means putting everything in place for you to have a rewarding career with us. So you can go far in your career, with us behind you. Our business will grow, too. If you’re ready to start your career journey with Bellrock, we’re ready to welcome you. It’s a great place to be.
We would like to attract talent from all corners of the world for this role. Our commitment is to an equitable recruitment process, so feel free to apply in any way that suits you. We are looking for the right person, not necessarily just the right person for this role.
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