Helpdesk Analyst


Job Title Helpdesk Analyst
Based Manchester or Birmingham
Reporting to Servicedesk Coordinator


About Us
Edenhouse Solutions is a privately owned business dedicated to delivering fully integrated end-to-end business solutions for both new and existing SAP customers. We provide a complete service of enterprise solutions from Licence, Implementation Services, Managed Services, through to Support and Maintenance. Our customers cover a diverse range of industry sectors including Defence, Consumer Products, Retail, Distribution, Manufacturing, Finance, Public Sector, Publishing, Services, Utilities and Chemicals.

A passion for quality and delivery excellence is part of the culture at Edenhouse and core to everything we do, which also drives us to ensure our focus is totally client facing and value added. Our business model means we couple project delivery with long term repeatable revenue from our clients which has provided a stable platform for strong year on year growth.


The Role
The administration of operational activities is a key function within Edenhouse and has a considerable effect on the profitability and success of the company. The role has overall responsibility for ensuring that customer facing operations such as Incidents and Changes are logged and managed appropriately. The role will proactively work with both internal and external stakeholders to ensure work requests are logged, delegated and resolved efficiently, whilst maintaining a positive and successful representation of the business at all levels.

The role may also have local responsibility for office management activities, including but not limited to providing reception cover, Health and Safety requirements and coordinating office maintenance activities if and when appropriate.


Main Aim of Role
 Ensure Edenhouse perform a speedy and effective response to all queries and enquiries, including appropriate reporting.
 Complete operational administrative activities such as the logging of Incidents and Change requests, completing resource planning and ensuring the quality and accuracy of all commercial and operational information captured
 Provide support to Service Desk Coordinator and Operations Coordinator through the creation and analysis of reports on operational activities relating to Incidents and Change
 Communicate any operational issues that may impact delivery to the appropriate customers, client managers, delivery managers and/or directors as appropriate
 Provide office management activities where needed

Key Tasks
 Respond and log calls received in the Servicedesk mailbox in line with ITIL (Information Technology Infrastructure Library – IT Service Management) guidelines
 Log and manage RFCs within the CRM system following current Edenhouse processes
 Monitor and adhere to both internal and external (client) service level agreements
 Undertake extensive voice and email communications with both internal teams and external clients to communicate and coordinate the delivery of a range of operational activities such as Incidents and changes throughout their delivery lifecycle
 Actively review the quality of documents such as proposals and estimates being sent to the customer, ensuring all documents are issued to our customers to the appropriate level of quality
 Work with Operations Coordinator to ensure effective and appropriate scheduling of activities across the consulting team
 Keep all relevant documentation up to date, including but not limited to customer specific commercial information and internal process documentation
 Alert Delivery Managers, Client Managers and where appropriate the Senior Management team of any potential concerns or issues with meeting key client deliverables
 Assist Service Desk Coordinator with preparation of weekly and monthly operational reports
 Provide support to the Servicedesk Coordinator and Operations Coordinator as and when required
 Switchboard cover (holiday and sickness cover)
 Any other reasonable request or duty.

Desired Skills and Experience
 Previous experience in a Service Desk role is desired
 Competent user of MS Office, especially Excel with an understanding of database and reporting technologies advantageous
 Ideally attained a formal computing qualification (A level and above, or equivalent)
 Strong team player but also able to work independently
 Excellent oral and written communication skills
 Good analytical/ problem solving skills
 Strong and personable interaction skills, ability to empathise and influence internal and external clients
 Excellent attention to detail
 Requires a basic Security Clearance (obtained by Edenhouse if not already cleared)


About You
 Bright, outgoing personality with a positive outlook and strong team-working bias
 Skilled in identifying and balancing the needs of the individual, the client and the organisation, remaining calm under pressure, whilst maintaining the ability to meet tight deadlines
 Ability to develop immediate credibility with all levels of staff and acquire an in-depth understanding of the business
 Ability to convey decisions and requirements succinctly and appropriately
 Diplomatic but with assertive conflict-resolution and problem-solving skills
 Confident in managing multiple tasks and tight deadlines
 Tenacious and willing to work outside of contractual hours on some occasions, to complete tasks
 Self-motivated and keen to develop, with a willingness and desire to learn

Other
 Able to operate a shift pattern between 8am and 6pm
 Desire to develop ITIL understanding and work towards foundations qualification
Job information
Advertiser Edenhouse Solutions ltd
Contact Name
Telephone (Please reference Dice when calling)
Reference Helpdesk Analyst - Manchester

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