Service Desk Support Analyst

About us

At PMC we are passionate about the important role technology must play within retail and D2C, we combine this with flexible IT services and solutions. Over the last 20+ years we have grown to over 500 employees across our two locations, helping to better manage our client's IT systems and drive change through our open, honest, and direct approach.

The Opportunity

This role is office based in Abingdon, Oxfordshire

Your role as a Service Desk Support Analyst, will be at the front line supporting customers with any technical issue that you can walk through with them on the phone. You'll be given the support, guidelines and training to fix customer issues, or escalate where necessary.

In this role, you will have the opportunity to

• Answer incoming calls in a professional and courteous manner, in line with company standards and within set SLAs
• Log calls accurately, in real time, and to company 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 problems
• 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

This role works on a shift pattern which is communicated to you in advance so you can plan your life! You will work a mixture of:

·8 am to 4 pm

·9 am to 5 pm

·10 am to 6 pm

Our working week cover Monday to Sunday between 8 am to 6 pm, which covers bank holidays and weekends when you would work either a Saturday or a Sunday. Your working hours are 35 per week.

About you

You'll have a passion for providing great customer service and an interest in technology. Due to the nature of this role you will have a dedication to developing effective relationships with all staff and clients, be able to anticipate and understand customer expectations, and ensure customer requirements are met. You will also have a strong willingness to build professional relationships with customers and focus on solving their problems.

Why Should You Apply?

• Superb opportunity to work with friendly, dedicated professionals and receive ongoing support.
• We offer a competitive salary, excellent career opportunities and a range of employee benefits to those who join us on a permanent basis.
• Our teams work hard, so we also know that it's important to have some fun, and our social committees in both offices organise regular events for our teams and our families!
• At PMC, we also recognise that for our employees their job is only part of the bigger role we play in the lives of those who we care for, and who care for us. Family first will always be at the heart of PMC and is key to doing the right thing.

Life at PMC

We are supportive and approachable. We have zero room for discrimination and are proud to be an equal opportunities employer. Being a part of PMC, you have an opportunity to really add value and make this role your own. With our continuous learning and collaborative actions, we believe in taking ownership and going the extra mile to deliver.