1st Line Analyst: Ticketing, MS Office, Support, Helpdesk, Floorworking

Our client is seeking a First Line Support Engineer to join their team on a rota basis.

Start Date: ASAP
Duration: 55 days
Pay Rate: £99/day (PLEASE NOTE: Employer NI is paid for by the client)
Total Daily Earnings: £111/day (includes rolled up holiday)
IR35 Status: Inside
Location: Nottingham

Responsibilities:

• Call taking across multiple contracts
• Queue management
• Good time keeping (scheduled adherence)
• Contacts per day; 30 for full time. 15 for Part time.
• Average handling time; 6 Minutes.
• 100% contact to incident ratio - the only exceptions are what we call switchboard calls. (we only get a few a week on the desk so very rare)
• 90% quality scores target.
• To provide centralised advice and support to customer in line with contractual arrangements.
• Be able to deal with upset users from all levels of the business.
• Provide single point of contact for contract users.
• Develop and maintain rapport with end users.
• Able to differentiate between numerous customer applications.
• Focus on the ITXM.
• Good troubleshooting/problem solving skills.
• Sound IT knowledge-Microsoft products, Word, Excel and Outlook.
• Previous IT Service Desk experience would be an advantage but not a necessity.

Soft Skills:

• Good communication skills
• Able to use active listening skills to know what users are asking.
• Proven customer service skills in a Contact Center environment.
• Ability to take ownership of incidents and resolutions.
• Be able to handle calls and emails simultaneously.
• Flexible working approach due to working hours.

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Curo Services endeavours to respond to all applications, however this may not always be possible during periods of high volume. Thank you for your patience.

Curo Services is a trading name of Curo Resourcing Ltd and acts as an Employment Business for contract and temporary recruitment as well as an Employment Agency in relation to permanent vacancies.