Our main focus at Waterstons is to help our customers build a better business by blending technology and strategy. We have offices in the UK and Australia. Our team also work across the globe to provide unique business solutions that directly adds value to our clients’ businesses.
Our clients tell us our people are our greatest strength, and who are we to disagree? We believe in our colleagues, and we make it a priority to reward their hard work. Unlimited holidays and flexible working. These are only some of the amazing things we offer.
About the role
The Service Desk Analyst will join our expanding global team as a Service Desk Analyst, supporting our clients and their IT infrastructure on a day-to-day basis. The role is user facing and will be answering calls and emails from a number of clients, resolving end user incidents and service requests.
We work with a wide variety of national and international clients, providing custom support services and technical escalation routes. You’ll be our clients’ first point of contact and will own, manage and solve their technical problems.
Day to day responsibilities
- You’ll be the first point of contact for our customers in need of technical support, which may be via email or phone. You’ll own, manage, and resolve their problems.
- You’ll need to triage any tickets that come in to Waterstons, appropriately prioritising these so that they can be actioned according to need.
- Managing your own queue of tickets, you’ll take ownership of new tickets as and when you are able, ensuring the customer is communicated with and that issues are dealt with in a timely fashion.
- You’ll be responsible for recording your time when working on issues to enable accurate billing to clients.
- You’ll be in charge of troubleshooting issues that come in and liaising with colleagues and customers as required to resolve these in a timely fashion.
- You’ll continually look for opportunities to improve our customers businesses and add value through the use of technology.
Some of the skills we are looking for
- 1-2 years’ experience in a similar role is essential
- We’re looking for someone with acute attention to detail, who’s resilient and results oriented. An analytical thinker you’ll also be keen to keep on learning and developing new skills and use your initiative to solve problems.
- You’ll have great organisation, timekeeping and prioritisation skills.
- You’ll be personable, customer focused and have the ability to build relationships with customers and colleagues.
- Experience within an MSP environment is preferred but not essential.
The Waterstons Perks
As well as offering a competitive salary, we also have an attractive benefits package including:
- A healthy work life balance with flexible and agile working being the norm
- Unlimited holiday allowance
- Room to grow with supported development opportunities and sponsored training
- Enhanced family policies
- If you ever need it, company sick pay
- Supported wellbeing with regular initiatives, an employee assistance programme
We require a security check to be carried out on all colleagues due to the nature of some of our clients’ industries.
Waterstons is committed to creating and an inclusive, understanding, and flexible place to work. We value diversity, equality and inclusion and encourage everyone to 'bring their whole selves' to work. We believe that a company that works to truly embrace and value diversity, create an environment where everyone from any background can do their best work, and feel valued and appreciated is a better company to work for.
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