Customer Service Analyst

Service Desk Analyst
Location – Hampton, Peterborough
Pay – £17.08 per hour inside ir35 through umbrella
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