Customer Service Desk Analyst

Job Title: Customer Service Desk Analyst
Contract Type: Fixed Term
Location: North Yorkshire, North Yorkshire
Salary: £17850 per annum + Total Package £24,094
Start Date: ASAP
Reference: 67638-ITENG-KIE
Contact Name: Kim Eager
Contact Email:
Job Published: November 22, 2016 10:37

Job Description

Customer Service/ Helpdesk (Shift)

The main purpose of the role is to provide a point of contact for internal and external customers, and provide a first contact resolution where applicable. The role is responsible for controlling incident management for high priority incidents out of core business hours, and the role will cover the early and late shifts on the Service Desk

* Providing the single point of contact for all new incidents and queries via phone, email and fax. All contact to the Service Desk will be logged using the company's Service Management tool
* Providing a Service Desk function for internal and external customers covering a variety of services that are provided by the business
* Providing first contact resolution when and where appropriate to customers
* Assigning incidents and queries to the correct resolver groups if they cannot be fixed first time and managing them through their lifecycle
* Incident Management for high priority incidents out of core business hours. This will include such activities as:
- Major incident identification and recording
- Manage the escalations and communications of all incidents including major incidents
- Ensure that high priority incidents are actioned within SLA
* Responsible for quality checking to ensure sufficient information to provide updates to customers during the incident lifecycle and on completion of an incident

Key competencies
The typical competencies we look for include:
Commercial awareness
Career motivation
Decision making
Results orientation
Problem Solving
* A very high level of accuracy
* Experience of a Customer Services environment
* Good verbal and written communication
* Knowledge of Microsoft Applications and good general computer skills