Help Desk Analyst

We are an employee owned PropTech company that has unparalleled experience in the field of property management solutions.

Based in Clerkenwell in central London, we supply and support around 300 organisations with our well-known TRAMPS, BlueBox, 06ix and Estateman products.

With a compliment of 60 staff, we're one of the leading innovators in our sector. Our products contain sophisticated tools to automate processes, analyse information, and integrate more effectively with other best-of-breed applications.

In recent years the development of the web-based Mojo brand and web apps that work seamlessly with our existing products, has seen growth of the company and this is expected to increase further over the coming years.

Role Overview

The Trace Solutions Helpdesk acts as our clients' primary point of contact with the business.

As a Helpdesk Support Analyst, you will be expected to provide product support, and promote our other services, such as training.

Crucially, you will play a vital role in portraying the company's image and capabilities to our industry.

Objectives

Currently identified key objectives are:

1. Provide quality support for TRAMPS, BlueBox, o6ix, mojo, and related third party products
2. Continually strive to improve customer relations, customer satisfaction, and focus on customer needs
3. Keep up to date with product development in order to provide an excellent level of customer support

Responsibilities

1. Provide clients with TRAMPS, BlueBox, o6ix, and mojo application support
2. Accurately record incoming telephone calls or emails as Helpdesk calls and take appropriate action
3. Conform to established standards, procedures, controls and the implementation of continuous quality improvement
4. Ensure the protection of the company interests through the appropriate use of formal communication with clients and suppliers
5. Complete other appropriate ad-hoc duties assigned by the Helpdesk Manager

Skills

Business

1. An acceptable level of Property management and accounting knowledge to be credible with any member of staff or customer with regards to relevant business issues
2. Knowledge of how TRAMPS, BlueBox, 06ix and mojo are applied at customer sites
3. Anticipate and understand customer needs
4. Able to display analytical and problem-solving skills to deal with client requests and respond appropriately

Task Management Skills

1. Awareness of all relevant issues and their priorities.
2. Good planning, scheduling, monitoring and reporting skills.
3. Rational and logical decision-making ability.
4. Awareness of need to continuously improve quality and ensure that all aspects of work are completed to a high standard.

Technical

1. An acceptable level of technical knowledge to be credible with any member of staff or customer about relevant technical issues
2. Proficiency in Microsoft Office Suite
3. Basic understanding of Microsoft SQL Server would be beneficial

Personal

• Meets all situations calmly and professionally
• Good oral and written communication.
• Helpful, understanding and supportive of colleagues and customers.
• Able to work well within a team
• Displays effort and application in achieving results, with a high level of initiative and productivity.
• Ability to work under pressure, prioritise and meet agreed deadlines
• Confident and creates a good impression