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Service Desk Analyst

  • Salary: Negotiable
  • Job type: Contract
  • Location: Milton Keynes, Buckinghamshire
  • Sector: Infrastructure & Support
  • Date posted: 05/10/2017
  • Job reference: J375258A

Service Desk Analyst

£18p/h

Milton Keynes

3 Months

JOB PURPOSE

The Service Desk is a key IT function and delivers the leading practice, customer-focused approach defined by VWFS' IT Support Strategy to all in VWFS UK, VW Bank Ireland and the retail network, with associated high levels of service and satisfaction.

The Service Desk Analyst's responsibilities include incident and service request logging, providing first time fix solutions and routing and service request incidents to second level Support areas. Contracted hours will be no more than 35 hours per week (excluding overtime, which is paid subject to eligibility), but flexibility to provide cover for operational opening hours is essential.

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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