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IT Graduate - 3 Month Contract - Junior Tech Support

Premium Job From Michael Page
Recruiter: Michael Page
Listed on: 28th June
Location: London
Salary/Rate: £12 - £14
Type: Contract

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My client is looking for an Graduate Application Support Analyst with CRM and MS Excel experience and a client centric attitude putting internal and external clients at the heart of everything they to deliver an excellent client experience

IT Graduate - 3 Month Contract - Junior Tech Support

Client Details

This role is supporting a digital transformation.

IT Graduate - 3 Month Contract - Junior Tech Support

Description

  • Provide clients guidance in the use of the portal as required, such as access to field help and the Help button
  • Be readily available to respond to client queries in relation to the Portal, providing an efficient and high quality service, interacting with clients primarily through the Portal, triaging and routing all queries (system and non-system related) to the appropriate team/individual as required, managing cases and updating status in excel
  • Act as the primary interface between the client and the team's internal IT function for system queries by:-
  • Accurately logging the client system query
  • Raising an IT ticket and case number, for IT to resolve
  • Capturing the details of the query from the client, that will enable IT to diagnose and resolve the query
  • Driving and tracking the resolution of the ticket against the client and IT SLAs, keeping in close contact with IT
  • Keeping the client informed of status and progress to resolution
  • Handle client complaints in relation to the portal, utilising existing procedures, taking corrective action and escalating as required

Profile

  • Has a service management background, with 2-3 years experience in client facing service support and managing client queries
  • Is comfortable with interaction with IT teams, translating IT speak into everyday language
  • Is used to providing analysis and reporting in order to drive continuous improvement and role development
  • IT literate and competent in the use of the microsoft suite of tools (particularly excel and powerpoint) in order to perform analysis and develop compelling reports
  • Customer focus: Driven to understand customer needs, priorities and deliver to the customer to meet their expectations
  • Communicating with influence: Communicate with others clearly, concisely, confidently and in a way that engages the audience to achieve the desired result. Actively listens, taking the time to understand what others are saying

    Drive for achievement: focuses energy into completing a task, achieving an outcome and meeting objectives

    Analysis & problem solving: analysing problems, opportunities and information in a logical, structured

Continuous improvement: continually improving performance and driving forward by identifying and seizing opportunities to do things more effectively

Initiative & proactivity: actively seeks new approaches to all activities to enhance business performance, pre-empting problems and seizing opportunities

IT Graduate - 3 Month Contract - Junior Tech Support

Job Offer

Great opportunity to be part of an industry leading Digital Implementation.

IT Graduate - 3 Month Contract - Junior Tech Support

3 month contract with possibility of extension.

£12.50 ph to £15 ph