Service Desk Support Analyst

Summary:

Support services provide high quality operational and technical application and systems support to PMC’s customers and internal business functions. This role is crucial to ensure great customer satisfaction for our customers and resolving the customers' issues at first point of call. As our support team is co-located in the UK and India, cross cultural awareness and the ability to communicate is essential. This is a customer service role but an interest in technology and providing impeccable service to our customers is key.

Key Accountabilities

• Coordinating with the Management team, Baroda, and other Team Leader(s) to deliver the day-to-day activities to ensure a good level of service is delivered to our customers
• Answer incoming calls in a professional and courteous manner, in line with PMC standards and within set SLAs
• Log calls accurately, in real time, and to PMC standard in IMS, relating to all data including initial problem description; Assignment to third parties; Actions taken; Call closure
• Support the application support management team to continually improve the standard operating procedures and support best practices
• Manage tickets through to resolution, ensuring all updates and relevant communications are recorded.
• Provide caller with their unique ticket reference number
• Analyse the reported problem by -
• asking probing and relevant questions
• applying own system knowledge
• using reference documents and manuals
• site History
• account handbook
• reference to knowledge base
• requesting assistance from team members in the UK or India
• Make outbound calls to customers and 3rd parties ensuring all the relevant information is passed on and accurately logged
• Provide regular client and internal communication on assigned activity and incidents ensuring that interested parties are clear on their status, highlighting any issues that might impact delivery in the defined timescales to the application support management team
• Continually protect the PMC brand by ensuring an awareness of the impact of non-delivery on PMC’s reputation with the client

Please note that this role works on a rotational shift basis to ensure sufficient coverage for 24/7 and meet the needs of the business.

Skills and Experience | Essential

• Fully fluent in English
• Experience in either a technical or customer service support environment, preferably high-volume inbound calls
• Excellent interpersonal and communication skills
• Extensive problem-solving skills

Requirements

Skills and Experience | Essential

• Fully fluent in English
• Experience in either a technical or customer service support environment, preferably high-volume inbound calls
• Excellent interpersonal and communication skills
• Extensive problem-solving skills

Skills and Experience | Desirable

• Experience within the retail, hotel or leisure environment, with an insight of systems such as tills / EPOS, PMS / reservation systems etc.
• Experience in providing services to agreed SLAs

Personal attributes

• Strong customer service and support focus with a desire to deliver a high-quality service
• A continual desire to go above and beyond to resolve customer issues within SLAs and suggest more efficient and effective ways of working
• Self-motivated and highly professional with ability to follow through on tasks
• Empathy and the ability to communicate both internally and externally
• Ability to multi-task, work under pressure and to tight deadlines
• A desire to learn and improve skills and knowledge
• Adaptable and flexible to business demands
• Strong organizational and planning skills
• Positive ‘can-do’ attitude, team player