Service Desk Analyst

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Our global telecoms client are looking for a Service Desk Analyst to work on an initial 3 month contract based in Derbyshire.

The successful applicant will be working within Service Operations which is responsible for providing the end-to-end, day-to-day operation of the systems and tools needed to support the Services.

This is a mission critical customer service which is heavily reliant on the first line customer facing role. The role holder must be trained to hold good (specific) customer business knowledge and the relevant skill set, in order to positively manage all customer interactions in line with the agreed policies, processes and procedures and to meet a number of defined contractual and KPI obligations. This role will need you to manage emails, telephone ingress and queue based systems and also be external and internal customer facing.

You'll be:

*Managing all email call/request ingress to enable email to be a clean and working method of

placing incidents and requests

*To manage incidents with all 3rd party vendors

*To manage incidents with internal customers

*Perform service assurance across the Service Desk

*To proactively manage aged incidents working with the Operational Leads

*To act as the main distribution for call ingress throughout S1 evenly

*To identify, record and report against non-registered items and chargeable incidents

*To monitor and track the progress of incidents

*To offer general advice and guidance to customers and users

*To maintain relationships with interfacing business functions and IT departments

*To implement escalation procedures as appropriate

*To achieve the maximum personal KPI

*To assist the team in achieving set targets

*To effectively manage customer interactions and ensure customers are kept up to date with the latest information

*Understanding of the technologies we use

*?Strong ability to follow and understand processes

The skills & experience you need are as follows:

SKILLS/CAPABILITIES:

*Customer facing; empathise with users, good interpersonal skills, display active listening, polite telephone manner, be courteous

*Business awareness; display a working understanding of the business environment, appreciation of the business applications

*Logistical; articulate & methodical, numerate & literate, good time manager, good team worker, be able to multitask be punctual and have initiative

*Technical Skills; ability to use internal systems in relation to the role, Active Directory, Remedy and Cisco

CROSS FUNCTIONAL WORKING:

*To aid the successful delivery of all Support Centre objectives where possible

*Provide feedback to the management team on all areas of performance within your responsibility and escalate any issues which are not addressed appropriately to the Operational Leads

CONTINUAL IMPROVEMENT:

*Take ownership for personal development and strive to continually improve on existing skills in order to enhance performance within the job role

*Demonstrate innovation within your role suggesting ways of improving customer satisfaction and generating additional business for the company

MANDATORY REQUIREMENTS OF THE JOB HOLDER:

*Identify potential business opportunities for the Company

*Accurately implement and work in line with Company policies and procedures

*Project a professional image at all times

*Maintain professional standards of quality of work, personal presentation and personal conduct in relation to yourself and your team

*Maintain an accurate diary, utilising communications equipment and remain as accessible as possible throughout the working day

*Ensure that you obtain permission before incurring costs for which you expect the Company to reimburse you

*Ensure that all Company matters are kept confidential by you at all times

*Ensure all administrative returns are made on a strict and regular basis

*Take good care of all Company supplied tools and equipment

*Carry out duties in accordance with the Company's Equal Opportunities and Health & Safety Policies

*Carry out additional responsibilities as requested by the Management Team

LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds. Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award that any business can receive The Queens Award for Enterprise: International Trade 2015.