Digital signage first-line service-desk analyst

Linney is a world-class, multichannel marketing services business. We are loking to appoint a digital signage first-line service-desk analyst to support our business.

Happy to work in a fast-paced environment, the ideal candidate will have a commitment to providing outstanding customer experience, with a keen interest in technology. They will join a rota system as part of the role.

The role involves providing remote first-line support to digital screens clients, answering incoming calls and emails, and accurately recording issues within our ticketing system.

The successful candidate will be expected to proactively log tickets via our monitoring and alerting system, perform basic diagnostics across multiple internal systems, escalate issues internally where required, and adhere to defined processes and policies.

They will need to manage and maintain tickets across various workflows, taking ownership of issues and estates, providing regular communication to end users, identifying appropriate solutions, and ensuring all tickets are progressed or resolved within agreed SLAs.

They will also need to engage with third parties to arrange engineer visits, generate quotes for replacement hardware and support with the identification and creation or updating of knowledge articles. Another element of the role will be to provide feedback for and contribute to continuous improvement within the team.

Essential skills and experience:

• Experience in providing high levels of telephony-based or in-person customer service
• Excellent written and verbal communication skills
• Ability to work to deadlines on their own or as part of a team
• Good time management and ability to prioritise, with the initiative to diagnose problems
• Professional working attitude
• Friendly and approachable personality

Desirable skills:

• Experience in a first-line support analyst or equivalent role
• Experience using ticketing platforms such as Zendesk or ServiceNow
• Experience troubleshooting digital screens, AV, OS, hardware or software

Please get in touch if you have any questions about our diversity and inclusion policies, or about accessibility or any accommodations needed during your application process.

We work hard to provide an inspiring environment with opportunity to progress your career. Look at the Our values section on the Linney website to find out more about the Linney culture.

For more information on how we handle your personal data and your rights in relation to it please read our privacy policy at linney.com/privacy.

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Location: Mansfield

Region: North

Job reference: LINREF001213

Contractual hours: 37.5

Basis: Full time