Call Centre/Customer Service Agent/Service Desk analyst
Posted on Nov 21, 2022 by Global Technology Solutions Ltd
We have an exciting opportunity for a Service Desk Analyst to join a blue chip organisation in Bracknell on a permanent basis.
Hours: This role is based on a rotational shift pattern, working between the hours of 06:00-22:00, including some weekends.
*After initial office based training period - Role will be 50% remote*
*Salary £24-26,000 p/a with quarterly 5% bonus*
This position will suit someone with great customer service skills with the ability to work well under pressure in a fast-paced environment. This includes providing technical support for Computers/Laptops, Point of Sale hardware, Operating Systems, Applications and Networks.
* Provide first class, multi-channel support for all end user incidents and service requests, maintaining a high level of First Contact Resolution (FCR) for all Incidents and Service Requests.
* Collect and maintain clear, accurate and timely information for every incident or service request to provide relevant data to the end user, other IT Partners or 3rd Parties.
* Ensure effective triaging is completed in the first instance for all contacts received.
* Undertake prioritisation, analysis, diagnosis, resolution or reassignment of a wide range of incidents using the Knowledge Base.
* Understand and proactively operate the escalations procedures
* Ensure effective management of incidents or service requests, using agreed incident management and request fulfilment processes and consistently meeting agreed SLA targets
* Ensure compliance with quality management, risk management, security policies and procedures.
* Monitor the status and progress of incidents and service requests
* Proactively contribute to Continual Service Improvement through identification of process improvements and problem prevention.
We are looking for candidates with previous experience working in a call centre or service desk with a passion for IT.
- Private medical & dental insurance
- Blue Chip benefits
So if you are a Service Desk Analyst looking for your next exciting opportunity please apply today!
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