Service Desk Analyst - Out of hours

AMS Contingent Workforce Solutions
05 Oct 2017
24 Oct 2017
Contract Type
Full Time


Our client, based in Birmingham are currently looking for Customer Service Advisors to join their Service Desk team on an initial 12 week contract, to start ASAP.

Roles and Responsibilities:

  • Be responsible for delivering a high-quality a first line IT support service in line with target SLAs
  • Be a point of delegation from Performance Managers
  • Answer all calls within contractual SLA's and meet all other SLA and KPI targets
  • Ensure communication delivered to users is accurate, appropriate and high-quality
  • Ensure that all incoming Incidents and requests are logged, diagnosed and escalated to appropriate and consistent quality standards
  • Deliver to first level resolution targets and improve on first level resolution
  • Record all appropriate information accurately within the system CRM
  • Provide excellent customer service at all times
  • Contribute as directed to Service Desk knowledge base
  • Attend and contribute to team meetings
Skills and Experience required:

  • Excellent customer service and communication skills.
  • Capable of working in a pressurised environment
  • Logical thinker and problem solver
  • Strong MS Office Skills

Please note the hours for this position are 12 hours shifts 7am - 7pm, 3 days on 3 days off

If you are interested in this position, please apply ASAP.

Alexander Mann Solutions, a Recruitment Process Outsourcing Company, may in the delivery of some of its services be deemed to operate as an Employment Agency or an Employment Business.

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