Operations Analyst

Onefile a Harris Computer company, is seeking an Operations Analyst on a full-time, permanent, hybrid working basis with a minimum requirement of 2 days in the Onefile offices in Manchester.

Shifts covering between 8am and 10:30pm (Home working when working until 10:30pm) Additional pay is provided when working the shift until 10:30pm.

The Operations Analyst will be accountable for providing exceptional first-line support to customers, managing daily administrative tasks, and ensuring the effective operation of day-to-day issues.

They will provide primary support over emails, tickets, calls and live chat, possess excellent communication skills, proficiency in office software, and a customer-centric approach.

Enquiries will range from basic questions about the product to basic troubleshooting of bugs and software issues.

We strive to delight our customers with every interaction they have with our team.

The team use industry leading Helpdesk software to manage large volumes of customer enquiries, across many channels, through one interface.

We also create and maintain user guides, help articles and videos to ensure customers have as much information at their fingertips as possible.

Responsibilities & Duties:


* Prioritise, manage, and multitask completing issues based on impact on the end user, customer urgency, length of outstanding issue, and sensitivity.



* Respond to and resolve customer enquiries, maintaining excellent standards of service and customer experience.



* Triage incoming support requests to the appropriate departments.



* Troubleshoot common issues and problems within the products.



* Escalate enquiries where necessary and manage customer expectations around escalated issues.



* Work with the Technology team to resolve escalated issues.



* Maintain a positive and professional demeanour while addressing client concerns and issues.



* Develop and update supporting materials and guides.



* Manage office supplies and ensure a well-organized work environment.



* Provide administrative support, as needed.



* Act as an ambassador for Onefile

Requirements:


* Bachelor's degree in Business Administration, IT, or relevant experience.



* Proven experience in administrative roles or customer support.



* Knowledge of general IT and software.



* Advanced troubleshooting skills.



* Experience of managing support tickets, ideally IT support tickets.



* Proficiency in Microsoft Office Suite and other relevant software applications.



* Excellent communication skills, both written and verbal.



* Strong customer service ethos.



* Proven organisational and multitasking abilities.



* Ability to work well as an individual and as part of a team.



* Ability to adapt to a fast-paced and dynamic work environment.



* On a rotational basis, participate in a rota to meet the IT support hours needed for overseas clients

The successful incumbe...