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Service Desk Analyst (Hybrid role)
Bilborough
c. £26,000
Our client is a well-known and expanding business within the world of IT.
We are recruiting a fabulous opportunity for a new Service Desk Analyst.
Responsible for monitoring and progressing all orders which come into Customer Services through a variety of channels including internal and external systems, email, and telephone.
You will work as part of the Customer Services department on various contracts in partnership with both internal stakeholders and external 3rd party suppliers including engineers, couriers and suppliers supporting the business’ delivery excellence ethos.
The Customer Support Team work from Monday to Friday on a rolling shift pattern.
Hybrid working with 3 days a week to be spent in the office.
Shift pattern across 8.30 am and 6 pm.
Responsibilities
- To manage the end-to-end customer support experience within agreed SLAs and KPIs
- To follow standard documented processes and procedures as required
- To record all customer interaction within company systems
- To use the relevant IT tools as provided and required
- Take ownership of operational customer issues through to full resolution within agreed customer service level agreements and KPIs.
- Adhere to agreed levels within the escalation process, seeing through to satisfactory completion as required
- Demonstrate a strong and clear understanding of contractual obligations for each customer.
- Build strong working relationships with contractual customers and internal/external stakeholders.
- Complete essential administrative tasks associated with the role within the agreed timescales.
- Any other duties commensurate with the nature and scope of this role as requested.
The ideal candidate:
- Proven knowledge and understanding of relevant industry standards and KPI’s aligned with delivery first class customer experience support
- Experience within the IT industry desirable, but not essential
- Proven and demonstrable customer services experiences in a business to business or commercial setting
- Excellent interpersonal and communication skills (written and verbal)
- Experience of working within an ERP structure desirable, but not essential
- SC clearance desirable, but will be a mandatory requirement of the role
