Customer Service Analyst

Service Desk Analyst

Location – Hampton, Peterborough

Pay - £14.84 per hour, after 3 months there will be an uplift to £15.44per hour 

Contract – 3 months with the development into extensions. Looking at long term employment

Hours – 7.5 hours a day, between 07:00 and 20:30 – maximum of 2 weekends a month, get the days back in the week.

Requirements: 

-    Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements.

-    Proactively keeping Customers informed on incident or request status and progress.

-    Escalate incidents where a first-time fix is not possible to either 2nd line support or the relevant resolver group.

-    Adhering to Incident management procedures.

-    Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.

-    Keeping up to date with the current standard procedures.

-    Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan.

-    Escalate potential service issues initially with Shift Leader/Team Leader/Service Desk Manager /Service Delivery Manager

-    Escalate potential problem issues with Problem and Incident Management.

-    Contributing to team meetings.

Required skills:

-    Plenty of Customer service experience 

-    Previously required to complete calls/make bookings.

-    Experience with Microsoft Word/Excel/PowerPoint/Outlook

-    Speaking/typing in English to a professional level.

-    Being a great problem solver – thinking proactively in order to resolve incidents as quickly and smoothly as possible.

-    Educated to GCSE Level or equivalent in Maths and English

-    IT certificated desirable but not essential.

If you have the skills required, please apply now