About Codestone For over 25 years, the Codestone Group has consistently pioneered modern ERP, EPM, BI & Analytics, and cloud IT solutions. Today, it is equity backed by FPE Capital and is recognised as the 1 SAP ERP partner in the UK and EMEA North as well as Platinum CCH Tagetik partner and Gold Microsoft partner. Codestone is also amongst the Top 50 UK Managed Services Providers, offering 700 and growing customers 24x7x365 technical, solution, cloud hosting and security services. Why Join Us? We’ve got big ambitions for you and the future of our organisation. These are embodied in our Inspire – Transform – Achieve mantra that drives every conversation we have and every decision we make. We want our team members to fully embrace this mantra and work hard while having fun. We value every member of our team, their diversity, and the contribution that they make. When we say you’re welcome at Codestone, we really mean it. lovewhatyoudo About the role Codestone have an exciting opportunity for an experienced, Service Desk Analyst to join our team, working on customer site. The Service Desk Analyst will be primarily working on our busy service desk, answering queries via phone, email & instant message from our managed support customers. The role operates within Codestone's Customer Support Team, who are responsible for providing support to the user base of the customer. Working hours: 8 hours a shift (plus 1-hour unpaid lunch break) between the hours of 7am and 5:30pm, working 5 days per week from Monday to Friday. Location: This is a hybrid role, based in Watford at the customer office (4 days a week). Then home working (1 day a week). Your Responsibilities, will include: Your main responsibilities will include (but not be limited to): • To provide a channel for users to request and receive standard services, via email, phone, self-service and in person. • To maintain a high degree of customer service for all customer interactions and adhere to all service management principles working to the contractual SLA’s. • To take ownership of user’s incidents and requests and be proactive when dealing with these. • Perform fixes within your skill level and if unable to resolve the issue escalate to other analysts as appropriate while maintaining overall ownership of the issue until its closure. • Chase other analysts/the customer for updates on open incidents/requests and regularly update the user on progress. Incidents/Request for Service • Recording & monitoring of all fault calls & requests for service on the Customer’s ITSM Tool. • Triage and resolution of faults / requests where the customer has provided the access and knowledge to resolve the issues. • Escalation to customer internal teams, of faults that they are responsible for resolving. • Communication with the users being supported, both via the ticket over the phone and in person to record and triage the tickets. • Communication with the customer resolver teams, to escalate and help triage tickets. Systems Support • MS Office • Windows OS • SAP/KHEOPS • CPA System Administration • Record all faults and related occurrences on the ITSM system • Produce and update documentation of fixes for known issues • Upkeep of IT procedures (under direction of Line Manager) Key Role Measurements: • Timely response and resolution of Customer queries • Achieving target Response and Resolution SLA’s • Positive feedback on any Customer Satisfaction Survey Competencies Required: Customer Focus: Demonstrates a high level of commitment to providing excellent customer service, ensuring a positive experience for users, and adhering to service management principles. Communication Skills: Proficient in communicating clearly and effectively demonstrating excellent written and verbal communication skills. Problem-Solving and Decision-Making : Takes initiative in resolving incidents within their expertise, accurately triaging requests, and escalating issues when necessary while maintaining ownership until resolution. Accountability: Shows responsibility for user incidents and requests, ensuring follow-ups and updates are consistently provided, taking proactive steps to complete tasks. Teamwork: Works well with other analysts and customer resolver teams to escalate, communicate, and resolve user issues, fostering a cooperative environment. Attention to Detail: Accurately records and monitors incidents and requests. Empathy and Patience: Exhibits understanding and patience when dealing with user concerns, especially during complex or recurring issues Your Experience: The right candidate for this role will have experience working in a Service Desk environment, preferably with a Managed Service Provider with hands-on experience with Service Desk and remote-control software. You will bring a solid technical background with the ability to give instructions to a non-technical audience, as well as the ability to work individually as well as part of a team. You will be a quick learner with a can-do attitude. Essential skills: · Proactive, positive, self-starter and team player with a skill of continually improving processes · Ability to work in a team-based, collaborative environment · Track record of working in a customer-facing environment · Ability to digest complex data and relay it to users in a manageable, clear and concise way · Experience with Active Directory, Windows OS systems, from 10 onwards and IOS & Android. · Experience in Customer Service is essential. · Experience of operating in high pressure and fast-moving environments · Excellent organisational skills. · Service Level and Customer experience level Management experience · Good computer skills and the ability to use business support software and ITSM tools. · Strong teamwork skills and attention to detail. · ITIL v3 Foundation (minimum) Advantageous skills: · Experience with Hornbill About the Benefits 25 days holiday (plus Bank Holidays) (rising by 1 day after 2 years’ service to a maximum of 28 days) Contributory company pension scheme A volunteering day each year to support your local community Hybrid working policy Training, learning & development opportunities (customer specific and general courses) Casual dress code Cycle to Work Salary Sacrifice Scheme EV Salary Sacrifice Scheme Recruitment and customer bonus referral scheme Annual company charity music festival Employee wellbeing programme Life assurance x 3 Healthcare cash plan Employee Assist Programme Virtual GP Extended maternity and paternity leave Staff perks And many more Sounds good? If you’re interested in starting or continuing your career journey with Codestone, simply apply on this link. Watch our video: Empowering you within a future ready business Have you checked out our Glassdoor? Click here to read or write a review Equal Opportunities At Codestone, we are committed to fostering a diverse and inclusive workplace where all employees are treated with respect and dignity. We believe that diversity enriches our work environment, fosters innovation, and drives better outcomes for our customers and communities. We are dedicated to providing equal opportunities for employment and advancement to all qualified individuals, regardless of race, colour, ethnicity, gender, gender identity or expression, sexual orientation, religion, age, disability, marital status, veteran status, or any other characteristic protected by applicable law. As part of our commitment to employee well-being and personal development, we guide our inspire, transform and achieve values with the acronym 'THRIVE', which promotes Talent, Hearts, Responsibility, Innovation, Values and Excellence. Through initiatives like Thrive, we create a supportive environment where employees can thrive personally and professionally. This commitment to equal opportunities and inclusion is integral to our mission and values, and we are dedicated to upholding it in everything we do. If you are a person with disabilities and require reasonable adjustments to be made to make your application or to attend interview, please contact [email protected] Apply today