Service Desk Analyst

Location:
Milton Keynes, Milton Keynes, England
Job Type:
Contract
Industry:
Cloud & Infrastructure
Job reference:
BBBH140171_1624959987
Posted:
about 1 month ago

RESPONSIBILITIES

  • Provide the single point of contact for the management and coordination of all support related communications.
  • Answer internal and external calls effectively and efficiently; answering a minimum of 90% of calls within the Service Level target for response times.
  • Record all calls received from the business and retailers in the incident logging system, with accuracy and timeliness being paramount.
  • Provide a 'first time fix' where possi...

RESPONSIBILITIES

  • Provide the single point of contact for the management and coordination of all support related communications.
  • Answer internal and external calls effectively and efficiently; answering a minimum of 90% of calls within the Service Level target for response times.
  • Record all calls received from the business and retailers in the incident logging system, with accuracy and timeliness being paramount.
  • Provide a 'first time fix' where possible and strive to improve on this on an on-going basis.
  • Resolve customer incidents within agreed Service Level Targets, communicating the status of the incident and if applicable transferring the incident to second or third line resolver groups.
  • Assign the correct incident severity, conveying to the caller the agreed Service Level Agreement.
  • Where incidents are owned by the Service Desk:
    • Take ownership of the incident and see it through to resolution.
    • Ensure the customer is kept up-to-date at all times.
  • Administration and resolution of customer complaints, escalating as required.
  • Creating and amending of knowledge base documents as required.

SKILLS AND EXPERIENCE

Mandatory

  • Experience in a Service Desk or Call Centre role, with Personal Computer and technical support skills.
  • Ability to competently support incident resolution both independently and as part of a team.
  • Ability to learn and support new applications and systems.
  • The ability to influence others (both internally and externally) is essential in order to support users in completing actions.
  • Proven verbal and written customer handling skills to enable customer satisfaction.
  • Ability to cope within a pressurised environment whilst meeting deadlines.
  • Proven analytical skills.
  • Self-motivated and a strong team player.
  • Time and priority management skills to enable efficient customer service delivery.
  • Proven experience of Microsoft Office.

Desirable

  • ITIL foundation qualified.
  • Service Desk / Customer Care certification.
  • Previous experience in Financial Services, Automotive Finance or retail consumer finance (B2C).
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