At a Glance
- Tasks: Be the first point of contact for customer queries and support services.
- Company: Join VIRTUS, a leader in service management with a focus on customer satisfaction.
- Benefits: Flexible shift patterns, competitive pay, and opportunities for career growth.
- Other info: Dynamic work environment with a commitment to diversity and inclusion.
- Why this job: Make a difference by helping customers and enhancing their experience.
- Qualifications: GCSE English and Maths; customer service experience is a plus.
The predicted salary is between 25000 - 30000 £ per year.
Job Summary
Working as part of the VIRTUS Service Management Centre (SMC), we are seeking someone with good customer service and administration skills to undertake the role of Service Desk Analyst.
You will be the first point of contact for all customer phone calls, email queries and service requests.
You will also play a key role in issuing customer communications to support the VIRTUS Incident and Change Management processes.
This is a shift role, operating in 12‑hour shifts either 7am‑7pm or 7pm‑7am, including some weekends and bank holidays.
Duties and Responsibilities
- Answer internal and external phone calls.
- Respond to customer emails and service requests.
- Track and route requests, orders and incidents to the correct resource, escalating where appropriate.
- Issue customer communications in support of the VIRTUS Incident and Change Management processes.
- Monitor ticket queues and ensure all requests are dealt with professionally and effectively.
- Maintain a database of customer information.
- Produce customer‑facing service reports.
- Carrying out any other reasonable requests made by the line manager.
Qualifications
- GCSE English and Maths.
Person Specification
Essentials
- Competent in the use of Microsoft Office applications.
- Excellent verbal and written communication skills.
- Customer focused with previous experience in a customer service role.
- Ability to work toward tight SLAs.
- Ability to work independently.
Desirable
- Previous experience with a ticket management system (preferably Service Now).
- Experience working in a time‑critical environment.
In line with VIRTUS’ Vetting Policy, the successful applicant must be willing to undergo a BS7858 screening process.
VIRTUS is an equal‑opportunity employer.
As part of our commitment to fight for equality, we work to ensure a fair and consistent interview process.
We celebrate diversity and we are committed to an inclusive work environment.
We reserve the right to close this post for applications should sufficient applications be received.
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