Service Desk Analyst - Full Time

Recruiter
Jobfinders
Location
Warwickshire
Salary
17500.00 GBP Annual
Posted
11 Oct 2017
Closes
08 Nov 2017
Contract Type
Permanent
  • As a Service Desk Analyst, you will be part of a team that manages first point of contact for all issues and queries, providing first line support within agreed service levels.
  • You will focus on delivering quick and informative responses, ensuring that the team are able to effectively manage peak support volume.
  • You will predominantly deal with telephone support but may also be asked to assist with email support where required.
  • You will ensure that all enquiries are accurately recorded and updated on the service management system.
  • You will be responsible for the efficient and timely escalation of issues, keeping customers informed of progress and ultimately the resolution.
  • You will identify opportunities to improve the service levels provided to customers, ensuring that customer satisfaction is consistently high.
  • You will ensure that at all times the company is represented as professional, courteous and helpful.

Key accountabilities:

  • Provide telephone and email 1st line support for applications, to all internal and external customers during term time, peak periods.
  • Ensure all support requests are recorded accurately and professionally.
  • Ensure issues requiring escalation are clearly defined and are actioned in a timely manner ensuring a swift resolution can be reached.
  • Maintain ownership of issues to ensure incidents are resolved, requests are completed, and the customer remains fully informed throughout.
  • Work with support product experts to ensure the support knowledgebase continues to provide appropriate solutions for customer queries.
  • Build strong relationships with customers by providing well informed and appropriate responses, by maintaining regular and timely communication, and by creating a positive customer experience at all times
  • Keep abreast of software developments and ensure any gaps in knowledge are addressed.
  • Attend internal and external training courses relevant to company products, as required.
  • Follow all standard processes and procedures, implementing any changes to working practices where requested.

Person Specification

Educated to GCSE Level (or eqv) in English, Grade C or above.

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Experience:

Excellent telephone support (preferably with software applications).

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Ability to quickly analyse queries and provide appropriate resolution.

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Demonstrable experience of using support software.

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Ability to take ownership of issues and escalate effectively.

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Working within a call centre environment.

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Able to work in a timely and professional manner with fluctuating volumes of work.

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Skills and knowledge:

Proven analytical and problem solving skills.

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Excellent telephone manner.

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Excellent verbal and written communication.

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Collaborative skills, within and between departments.

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Ability to handle stressful situations.

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Relationship building skills.

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Able to build a professional rapport with our customer base and internal departments

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Good general technical knowledge in order to communicate technical issues to non-technical customers.

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Self-motivated and able to work without direct supervision, taking responsibility for completing assigned tasks to required deadlines.

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Equipment Provided:

Laptop

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Mobile

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Car

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Terms and Conditions:

25 days holiday per year (pro rata if part-time)

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8 Bank Holidays

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Benefits

Pension

After successful probation

Private Medical Insurance

After successful probation

Annual bonus (based on performance)

After successful probation

Life Assurance

After 1-year service

Based within modern, desirable offices at the Ricoh Arena

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Free on-site car parking

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