Service Desk Support Analyst L1

Overview

Provide operational and technical application and systems support to PMC's customers and internal business functions, resolving customer issues at the first point of call. The support team is co-located in the UK and India, and this is a customer service role with an interest in technology.

What you'll do

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

What you'll need

• 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.

Nice to have

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

Details

• Works on a rotational shift basis to ensure sufficient 24/7 coverage.
• Cross-cultural awareness and the ability to communicate are essential, as the support team is co-located in the UK and India.