Service Desk Analyst - Telephony Support - Customer Service


Premium Job From Experis IT

Recruiter

Experis IT

Listed on

1st November 2017

Location

Basingstoke

Salary/Rate

Negotiable

Salary Notes

Negotiable

Type

Contract

Start Date

ASAP

This job has now expired please search on the home page to find live IT Jobs.

Service Desk Analyst - Telephony Support - Customer Service - ITIL - Basic IT Infrastructure Knowledge

My client, a leading Insurance company require a Service Desk Analyst with excellent customer service skills to join a busy service desk to provide a first class service to all customers.

The Role

The IT Service Desk is the single point of contact for the whole of the company for all IT and telephony related issues. The objective will be to provide a first class service (65% First time fix rate) ensuring customers are fully updated and not negatively impacted for any longer than necessary.

The successful candidate will be professional, with strong customer service, interpersonal and communication skills. They will be part of a team working in a fast paced, pressurised environment where priorities change rapidly. They must be able to remain composed and customer focused in while under pressure.

Key Accountabilities

* Ensure consistency of approach across the company domain, working to formalised processes and agreed policy.

* Dealing with customers through email, telephony and service portal.

* Fully understand the all audit requirements and follow the processes to ensure compliance.

* Provide Domain and Application access and administration, including; adding new users, amending existing access, managing mailboxes and software installations.

* Own and manage, using ITIL principles, all user incidents reported to the IT Service Desk, ensure business users are kept informed of progress at all times

* Ensure appropriate support teams including Desktop Support are engaged to resolved customer issues effectively. Work with other 2nd line groups AT Help Desk, AT WR team, Security Admin to ensure customer impact is kept to a minimum.

* Continually develop and maintain professional relationships with the IT teams, customers and business areas.

* Escalate issues appropriately.

Skills and Experience

* ITIL awareness preferably to foundation

* Excellent customer service skills

* Excellent communication skills

* Strong Organisation skills

* Able to work as part of a team

* Good understanding of basic IT infrastructure

* Good troubleshooting skills

* Highly IT literate and proficient in the use of Microsoft Office suite.

* Previous customer service experience, and preferably some IT support experience

Skills and Knowledge:

* Manage communications to customers with regard to all IT

* Microsoft Accreditation's desired.

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