Junior Service Desk Analyst

Job Description

Role: Junior Service Desk Analyst

Reporting to: Service Desk Team Leader

Location: Stevenage (office based Tuesday, Wednesday, Thursday)

Working as a part of the Service Desk team, you will be the initial point of contact for our clients. Actioning the support tickets raised by our clients by responding and where possible, driving them through to resolution. Where you are unable to progress the tickets, you will escalate on to our 2^nd/3^rd line support whilst ensuring that an excellent service to our clients is provided.

You will be confident in working within a team and independently, whilst being able to prioritise your workload and escalate where necessary. You will gain a good technical understanding of the software over time and will use this to further enhance our documentation for both internal and external use.

Key responsibilities and duties

• Providing first class technical and customer service to users of Vibe's software
• Answering the support phone line to clients
• Initial troubleshooting of issues
• Escalation of tickets to appropriate teams when unable to progress
• Monitoring and administration of the unassigned queue
• Clearly and well defined notes on tickets, ensuring smooth handovers
• Responding to tickets in a professional manner, ensuring we meet our response times from Service Level Agreements
• Creating and modifying documentation for both internal and external use
• Collation of data for reporting purposes
• Logging support requests from clients, researching and solving problems

Technical knowledge, experience and qualifications 

• Ability to prioritise and multi-task
• Working within a team and independently
• Have a keen eye and attention to detail
• Enthusiasm for learning
• Good communication skills, both verbal and written
• Organisation skills
• Information Technology, Computer science or similar ‘technical’ Post Graduate degree is desirable
• A-Levels/ BTEC – Technical subjects preferred
• Familiarity with Microsoft office suite and operating systems
• An interest in IT/technology

Company values and behaviours

At Vibe, we believe that our core values play a crucial role in shaping our culture, driving our success, and setting us apart in the industry. By embracing versatility, innovation, brilliance, and engagement, we cultivate an environment that nurtures creativity, adaptability, ambition and success.

These values serve as guiding principles that influence our decision-making and the way we interact with both clients and colleagues. They represent not only our commitment to delivering exceptional products and services but also our dedication to fostering a positive, collaborative, and inspiring work environment for our team. By embodying these values, we ensure the continued growth and excellence of our company in an ever-evolving landscape.

Versatile

• Adaptable and resourceful in change.
• Going above and beyond, staying resilient.
• Contributing to solutions, broadening perspectives.
• Dynamic, efficient, and collaborative approach.

Innovative

• Creativity and innovation-driven culture.
• Constantly improving products and services.
• Curious and constructive work approach.
• Inspiring industry with forward thinking.

Brilliant

• Pride-worthy individual and team contribution.
• Exceptional service and unrivalled product excellence.
• Embracing challenge, accountability and reliability.
• Courageous, confident, and ambitious.

Engaging

• Friendly, motivated, team-oriented culture.
• Responsive, passionate, and approachable.
• Emphasis on empathy and mutual respect.
• Positive work environment, looking out for each other.

Interested in joining our team?

To apply, please send your CV and a covering letter, clearly stating how your skills and experience meet the requirements of the role, to makeadifference@vibe.travel.

We encourage you to submit your application at your earliest convenience as we will be reviewing applications as they are received.

Vibe Systems is proud to be an equal opportunity employer and our commitment to this extends to all aspects of the working relationship right from recruitment and selection through to termination of employment. All qualified applicants will be considered for employment without regard to race, colour or nationality, ethnic or national origins, sex, gender reassignment sexual orientation, marital or civil partner status, pregnancy or maternity, disability, religion or belief, age or any other ground on which it is or becomes unlawful to discriminate under the laws of England and Wales.