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1st Line Service Desk Analyst

CV-Library

Posted on Oct 20, 2021 by CV-Library

Chelmsford, Essex, United Kingdom
Customer Service
Immediate Start
£19.5k - £19.5k Annual
Full-Time
1st Line Service Desk Analyst
Chelmsford
£19,500

Our client is one of the largest providers of education management software in the UK, they influence the lives of over one million people every day through a range of web and mobile products.

Due to continued growth, our client is now looking to recruit a 1st Line Service Desk Analyst to provide a single point of contact between the services being provided by the company and the users of those services. Typically this will involve taking phone calls, handling e-mails and web queries whilst providing first-class customer service customers in the education industry.

This role would suit individuals who have worked in Service, Hospitality or Retail based roles that are used to troubleshooting and general customer services.

Responsibilities:

Providing 1st class customer service via incoming phone calls, e-mails and through our customer-facing portal
Managing customer expectations with the use of active listening and telephony skills
Analysing Customer enquiries to determine correct prioritisation and classification
Taking ownership of customer enquiries and attempting to resolve new cases at first contact
Using remote support tools to attempt to resolve queries at first contact
Routing newly created cases to the specific 2nd Line teams where required
Educating customers on bespoke software used exclusively in the Education industry and minor Microsoft related issues
Assisting 2nd Line teams with their workload where required
Skills/Experience:

Have an eagerness to learn and develop new skills
Strong communicator in spoken and written English at all levels with an excellent telephone manner
Computer literate and a confident user of Microsoft based programs
Ability to work well under pressure and demonstrate a solid logical approach to problem-solving
Capable of asking clear and concise questions in order to ascertain the exact details of a customer query
Conscientious and self-motivated
Telephony experience in a Service Desk or Contact Centre environment
Previous use of a Customer Relationship Management Software eg. Service Now would be ideal
Previous work within a School and/or Educational Body would be ideal
Experience of working in an ITIL compliant environment would be ideal You will be part of an excellent team working in a high paced but rewarding environment so it's important that you have experience of and enjoy working in a close and friendly team. Full training and a clearly defined promotional plan is provided within this role which can open many avenues within the organisation.

If you like the sound of this role and fit the above description, then we want to talk to you. Apply today!

Please note. Every candidate will be assessed in accordance with their qualifications, merit, and ability to perform the duties of the job role advertised. Please be advised that no terminology in this advert is intended to discriminate on the grounds of a person's religion, gender, race, colour, age, sexual orientation, disability, or marital status

Reference: 214953533

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