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Support Centre Analyst
About Celestra
At Celestra, we’re all about delivering exceptional IT services to top brands in the hospitality and retail sectors across the UK. As a trusted partner, we work closely with our clients, becoming an extension of their teams, helping them bring their digital visions to life. Our dedicated teams consistently provide outstanding customer experiences, offering unmatched speed and reliability.
Role Overview
As a Support Centre Analyst, you will be the key point of contact for our clients, engineers, and end-users. You’ll play a vital role in ensuring that maintenance and service requests are executed efficiently and within agreed service levels. Your responsibilities will include managing calls, scheduling engineers, and providing regular updates to ensure seamless service delivery.
Working Hours
Our core office hours are Monday to Friday, 8:30 am to 5:30 pm. However, the Support Desk team provides coverage 7 days a week, with flexible shifts scheduled between 6:00am and 9:00 pm. Weekend work is required on a rotating basis, typically one weekend every four weeks, and is carried out remotely. If you are scheduled for a weekend shift, you will receive two days off during the week to maintain a work-life balance. Occasional overtime may also be required.
Key Responsibilities
- Champion excellence in customer service, always aiming to get it right the first time.
- Respond quickly and effectively to incoming queries, escalating issues where necessary.
- Log and manage all service requests in our system, ensuring all relevant information is captured and documented.
- Ensure all paperwork is received, reviewed, and saved in the service management system.
- Schedule engineers based on skillset, location, and availability.
- Review engineers’ reports for discrepancies and accuracy, following up where necessary.
- Process engineers’ paperwork in line with SLAs.
- Ensure jobs are closed within agreed SLAs and passed for invoicing with accurate information.
- Maintain and update support documentation and job tracking.
- Escalate internal issues such as stock levels, site concerns, or engineer availability in a timely manner.
- Collaborate with Logistics and Warehouse teams to ensure timely delivery of stock for engineer installations.
- Keep clients updated on the status of their queries and provide relevant information as needed.
- Manage your time effectively to ensure daily objectives are consistently met.
What We’re Looking For
- Strong attention to detail and organisational skills with an ability to accurately record and track information.
- Excellent verbal and written communication skills, with a professional telephone manner.
- Ability to work independently, taking initiative and ownership of tasks.
- Trustworthy, able to maintain confidentiality, and adapt to changing needs.
- A flexible and positive attitude, with the ability to work weekends when needed.
What We Offer
- Salary up to £28k
- 31 days holiday (inclusive of bank holidays).
- Pension and Private Medical Scheme.
- Flu Vaccinations & Free Eye Tests
- Company bonus scheme – we love rewarding our team!
- Team Hug every month with opportunities to be nominated for the ‘Star of the Month’ award.
- Access to our benefits portal with discounts on retail, hospitality, cinema, flights, and more!
- Cycle to Work scheme – get active and save!
- Modern office environment with a pool table, table tennis, and an on-site pub garden (perfect for summer BBQs!).
- Fun charity events and team parties.
- Fresh fruit deliveries every Monday & Wednesday, plus a selection of cereals and toast.
- On-site snack shop and coffee van every morning with a variety of hot and cold food and drinks.
