At a Glance
- Tasks: Be the first point of contact for customer queries and support service requests.
- Company: Join VIRTUS, a company committed to equality and inclusivity.
- Benefits: Flexible shifts, competitive pay, and a supportive work environment.
- Other info: Opportunity for growth in a fast-paced, tech-driven environment.
- Why this job: Gain valuable experience in customer service while working with a dynamic team.
- Qualifications: GCSE English and Maths, plus strong communication skills.
The predicted salary is between 24000 - 30000 £ per year.
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.
Responsibilities
- Answering internal and external phone calls
- Responding to customer emails and Service Requests
- Tracking and routing requests, orders and incidents to the correct resource escalating where appropriate
- Issuing customer communications in support of the VIRTUS Incident and Change Management processes
- Monitoring ticket queues and ensuring all requests are dealt with professionally and effectively
- Maintaining a database of customer information
- Producing customer facing service reports
- Any other reasonable requests made by your line manager
Qualifications and Experience
GCSE English and Maths
Essential
- Competent in the use of Microsoft office applications
- Excellent communication skills verbal and written
- Customer focused with previous experience in a customer service role
- Ability to work towards tight SLAs
- Ability to work independently
Desirable
- Previous experience with ticket management system (preferably Service Now)
- 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.
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