SC cleared Call centre/service desk Out of Hours
Posted on Sep 21, 2022 by Global Technology Solutions Ltd
SC cleared Out of Hours Call Centre/Customer Services/Service Desk Analyst/Call Logger- 1st line Support.
Office based in Hampton, Peterborough.
Our client are looking for SC cleared Call Centre/Customer Service/Service Desk Analysts
The role is an initial 3 month contract with progression of extensions of contract and in the long term the client want to take everyone permanent
You will ideally have a minimum of 6 months -1 years experience working on a ticketed IT service desk in a level 1 role but this is not essential.
Applicants must hold current SC clearance.
Shifts - 10.5 paid hrs 20:00 to 08:00. 4 nights on and 4 nights off.
Answering incoming contacts from customers and to accurately log incidents ensuring all relevant data is captured whilst logging the incident. To provide a single point of contact to our customers and to ensure that incidents are fully managed through to resolution.
*1st Line Support of Wintel/Retail and Hardware related incidents.
*Accurately log incidents and ensure all relevant data is captured whilst logging the incident.
*Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements.
*Proactively keeping Customers informed on incident or request status and progress.
*Escalate incidents where a first time fix is not possible to either 2nd line support or the relevant resolver group.
*Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.
*Resolve >60% of incidents logged as a First Time Fix
If you have the above skills or looking to get into a good company where you can progress your career in IT and are SC cleared please apply now!
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