Service Desk Analyst.
Are you looking for a new challenge within customer services? A role within our 24/7 service centre based in Surrey could be just the opportunity you are looking for We are looking for candidates with a strong customer service background to join the busy, proactive team within our Service Desk. Role Profile As a Service Desk Analyst, you will be responsible for providing first level support to the 247 Service Centre. You will be the single point of contact for customers often dealing with mission critical systems and services. Please be advised this role is working on a shift rotation of 4 on 4 off, these are 12-hour shifts. Within this role you will be Responsible for: Providing first level support and ownership for all incidents and requests Initial incident triage of all requests Maintaining the rapport with customers by displaying a detailed understanding of their support requirements Maintaining high levels of incident ownership through the incident lifecycle to a satisfactory customer resolution The Pro-active contact with suppliers including escalations when necessary Ensuring timely call resolution to achieve SLA's Following the Escalations Procedure and understanding the process Meeting Service Desk (KPI) Key Performance Indicators Dispatching engineers to resolve issues Ensuring that we maintain excellent customer service Actioning requests quickly and efficiently and ensuring actions are followed u in a timely manner, providing stakeholders with updates and meeting any promises that are made. Administration duties Writing reports Experience: We are looking for candidates with a strong customer service background. We require applicants to have excellent communication skills, both written and spoken, as communication is key within this role. You will be joining a pro-active and busy team, so teamwork will be of high importance within this role. You must have a positive approach to both problem solving and customer service and, must...