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Our client is a global player in the IT services sector: their services keep people and information connected, from proactive business continuity through reactive disaster recovery to interactive high availability solutions, thereby helping over 10,000 clients worldwide have uninterrupted access to their business-critical information systems.
They have a vacancy for a Service Desk Analyst within their Customer Services department, working 37 hours per week between the hours of 7am and 7pm. The Service Desk Analysts' primary role is to manage a variety of calls taken on the service desk to resolution, utilising internal and external resources to do so within the Service Delivery organisation. This will include but not be limited to problem management, escalation and subsequent progress tracking, closure and final reporting.
The main duties of this role will require you to:
* Own and manage calls logged with the service desk to full completion, keeping customers updated within agreed service levels.
* Distribute planned and unplanned notifications of works and incidents to the relevant customer base
* Manage the customer take-on process via the take on list as part of customer experience
* Provide continuous update of customer contact lists
* Develop and maintain processes related to Service Desk tasks
The successful candidate will have the following characteristics:
* High levels of interpersonal skills.
* Innovative, creative and imaginative approach to problem management.
* Generally adaptable approach, with ability to work under pressure.
* Willingness to accommodate a wide variety of tasks and duties, not necessarily specified in job descriptions – flexibility to work requirements.
* Self-motivated and able to work with a minimum of supervision.
* Willingness to work with occasional additional hours and flexible patterns of work.
* Excellent Telephone Manner
* Good Interpersonal skills
* Ability to prioritise and organise workload
* Able to multi-task
In addition you must:
* Have a minimum of 2 years' experience in an IT operational or customer service role.
* Be proficient in Microsoft Office applications.
* Be educated to GCSE level or equivalent.
The successful candidate will receive a salary of up to £20,000 depending on experience, plus an excellent benefits package. To apply, please simply send your CV via the button shown.
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