Service desk analyst

we have a new exciting opportunity.

now looking to appoint a Service Desk Analyst to supplement the team with hard working, enthusiastic and customer focused individual to provide an outstanding level of service and quality.

Hours: 8-6 and cover will be needed from Monday to Sunday working 5 days of the week and having 2 days off.

Key Responsibilities of a Service Desk Analyst
*Present a professional image of the company to deliver positive customer experience throughout the customer journey
*Be clear and transparent in all communication with customers to ensure they understand the current situation in order to demonstrate company principles
*Responsible for working in adherence to all policies and procedures in order to deliver compliant customer outcomes
*Constantly strive to improve the customer experience by challenging existing processes and practices and recommending change where appropriate.
*Manage vulnerable customer incident in order to ensure the most appropriate support is provided
*Identify and accurately record any complaints received from customers and achieve first time resolution
*Responsible for identifying and reporting any incidents of breaches of operational processes and policies
*Use a variety of tools and techniques to initiate and maintain contact with customers to ensure an appropriate outcome is achieved
*Effectively communicate with customers in order to identify the issue and to provide customers an appropriate outcome
*Utilise effective questioning techniques to understand the customer circumstances, to ensure an Incident is managed to exit in a timely manner
Skills needed to be a Service Desk Analyst
*A confident telephone manner
*Effective written and verbal skills
*The ability to work towards targets
*The ability to work as an individual and as part of a team
*Great multi-tasking skills
*Key attention to detail
Professional Qualifications - Not necessary but great if you do.
*ITIL Foundation v4

if you are suitable for this role. Apply now.

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