Customer Service Desk Analyst - FTC

Job Title: Customer Service Desk Analyst - FTC
Contract Type: Fixed Term
Location: North Yorkshire
Salary: £17850 per annum + Total Package £25,500
Start Date: ASAP
Reference: 67842-ITENG-KIE
Contact Name: Kim Eager
Contact Email:
Job Published: January 11, 2017 14:50

Job Description

Customer Service Desk Analyst
Harrogate - FTC

The Customer Service Desk Analyst is to act as a single point of contact for internal and external customers
To provide customers with first contact resolution where applicable
To respond to telephone calls and emails within agreed SLAs

Duties will include:-
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

Strong emphasis on delivery, with the ability to ensure that SLAs are delivered on time
Experience of a Customer Services environment
Commitment to customer service
Good verbal and written communication
Incident and process understanding
Knowledge of Microsoft Applications and good general computer skills
Positive can-do attitude
ITIL Knowledge - candidate can demonstrate a good understanding of the core ITIL principles

Please note that this is a 12 month fixed term contract