Service Desk Analyst

Zoocha is a specialist (Drupal) software development company that is proud to work with highly regarded organisations such as the United Nations, Financial Conduct Authority, Oxfam, and the NHS.
Personality and team fit are as important as your service desk analyst skills for this role – Zoocha is an informal and enjoyable environment to work in where everyone leaves their ego at the door.

Mandatory requirements:

• You MUST be based in the UK, ideally within regular commuting distance of our Hertford office, with English as your first language
• You MUST be willing to work from 7 am to 3.30 pm (i.e. 7.5 working hours plus 1 hour break)
• You MUST have a VISA or work permit already
• You MUST NOT apply through a recruitment consultant as your application will be disregarded
  NO RECRUITERS PLEASE

Your typical day might include:

• You will be focussed on the operational running of our service desk, ensuring incidents are effectively and efficiently resolved
• You will be accountable for keeping the client service managers up to date on the status of incidents and ensuring we meet our time to response service level agreement 
• You will lead service desk ceremonies to facilitate the movement of tickets through the service desk eliminating any blockers
• You will be accountable for logging and routing incidents that are created through central support channels 
• You will be responsible for communicating with your peers across the service function to ensure incidents are correctly managed through their lifecycle from creation to closure. 
• You will be responsible for liaising with your colleagues to ensure incidents are effectively escalated to 2nd and 3rd line support as needed to meet their service level agreements
• You will monitor and review service desk trends and patterns, helping to feed into our service improvement roadmap through reporting

You’re good at:

• You can communicate and collaborate with others
• You have excellent customer service skills 
• You enjoy structured processes 
• You possess a logical approach to problem-solving 
• You actively listen and learn from feedback 
• You are a self-starter who wants to work in a fast-paced and exciting digital agency 

Your experience includes:

• You have experience in the customer service sector

We can offer you:

• A relaxed, informal and fun workplace culture
• Regular socials and team building events 
• Offices based in Hertford (UK), Valencia (Spain), and Balneário Camboriú (Brazil) -- with potential to work from all
• Training budget 
• Hybrid working, with flexible hours
• Competitive salaries and employee benefits including pension, private healthcare, charity work days off, birthday off, company bonus, gym membership and more.

How to Apply:

• Please send your CV, along with a short cover letter to [email protected].
• No Recruitment agencies please. If you apply through an agency you will NOT be considered.
• Should you not hear from us within a month from your application date, please consider that we will not be moving forward with your candidacy. We truly appreciate your interest in joining our team and thank you for taking the time to apply.