Helpdesk Call Analyst

Starting our life in 1999, Retail Assist is a growing, award-winning technology company. Whether it's through our expert IT managed services, or our specialist software solutions, we work with a wide variety of clients to help them to deliver outstanding customer service. Some of our clients include Harvey Nichols, Ted Baker, Selfridges, Dufry (World Duty Free Group), Best Food Logistics, Whistles, Hobbycraft, Mint Velvet, Vue International and many more.
The Role
Do you crave a dynamic role where you can work both from the cosy confines of your home and our vibrant City Centre Head Office? We're on the hunt for remarkable individuals to join our rapidly expanding team.
This full-time position operates on a rotational shift basis covering 1 in 3 weekends on duty.
Role highlights

• Swiftly respond to customer queries via email or phone.


• Expertly determine the best solution based on customer-provided issue details.


• Skillfully diagnose system errors and other technical challenges.


• Keep detailed logs of events and problem resolutions.


• Stay proactive with follow-ups, ensuring customer satisfaction.


• Request feedback and monitor calls to enhance our training methods.


• Perform software installations or updates to address issues.


Here's what you'll be doing?
As a member of our accomplished team of Analysts, you'll serve as the first point of contact for our Help Desk users. You'll answer incoming calls and emails, offering technical support and assistance to our esteemed clients. Troubleshooting issues through diagnostic tests and remote access will be your forte, aiming for a first-time resolution whenever possible.
Deliver top-notch, professional, and friendly service to support our stellar reputation and aspire to be the very best.
We'll equip you with the training and support needed to further your career in the world of IT.


• Have you worked in a fast-paced Help Desk/Support Centre or Retail environment?


• Do you thrive in a target-driven environment, boasting excellent customer service skills?


• Can you communicate effectively over the phone with individuals of varying IT expertise?


• Does pressure fuel your performance, turning challenges into victories?


• Do you revel in taking ownership to secure successful resolutions?


• Are Tech-savvy, well-versed in hardware, software, databases, and remote access.


• Have a solid grasp of computer systems, mobile devices, and tech products.


• Ability to diagnose and resolve basic technical issues.