Service Desk Analyst
About us
Ace Aquatec is an award-winning aquaculture technology company specialising in welfare-first in-water electric stunners, marine mammal protection devices, biomass estimation and sea lice removal systems. We help customers thrive by making their operations efficient, ethical and sustainable.
About the role
As a Service Desk Analyst, you will work proactively and collaboratively with internal and external resources to ensure timely completion customer success and support activities at Ace Aquatec. You will be responsible for performing level 1 support activities, including:
- Daily checks of 3D Camera status, resolving or escalating issues internally
- Daily checks of HSU and other remotely connected equipment
- Responding to customer escalation to help them resolve issues with use of digital products.
The Service Desk Analyst will input into internal processes and help to define them when necessary in Jira.
The Service Desk Analyst is an entry-level role that can expand in responsibility based on the drive of the individual in ensuring that internal processes are complied with around product support and customer success.
What you'll be doing
- Daily review of remotely accessible equipment and digital products
- Mapping and inputting Ace Aquatec processes into Jira software.
- Escalation of customer issues and incidents within the organisation and following up to closure.
- Collating updates on issues/actions with responsible individuals.
- Facilitating internal and external meetings on internal customer support processes.
- Support the development of business process through input to proposals, meeting, etc.
- Maintain and build trusted relationships with key customers, clients, partners, and stakeholders
- Ensure that internal processes are documented with buy in from other departments and colleagues.
What we're looking for
- 1+ years admin experience, ideally in a project-based role
- Experience of processes involving different departments/teams would be beneficial
- Ability to organise effectively, both personally and across a team
- Some experience using Jira would be beneficial
- Competent with the Microsoft Office suite of software
- Disciplined and self-motivated
- Able to work independently.
- Time efficient working practices with demonstrated abilities to work to deadlines.
- Excellent communication skills with good attention to detail and presentation
We offer a range of exciting benefits including
- 33 days annual leave
- Death in service at 4 x your annual salary
- Employee Assistance Programme
- Enhanced parental leave policies
- Birthday day off
- Paid bereavement leave
- Paid sick leave
- Company pension scheme
- Bike to work scheme