Contact Call Centre Support Analyst

Job Title: Contact Call Centre Support Analyst
Contract Type: Permanent
Location: Harrogate, North Yorkshire
Salary: £18500 per annum + Total Package £22,000
Start Date: ASAP
Reference: 66837-ITENG-KIE
Contact Name: Kim Eager
Contact Email:
Job Published: July 04, 2016 12:18

Job Description

Contact Call Centre Support Analyst| North Yorkshire

Contact Call Centre is required to act as an escalation point for AMS customers, our suppliers, and internal teams for all issues or requests relating to ATM Managed Services. Ensuring levels of service availability and integrity are achieved at all times. Working with internal teams, customers, and suppliers to support the delivery of new services, products, or the on-boarding of new customers within the AMS Contact Centre.
This is an exciting opportunity to join a leading financial organisation on a permanent basis.

The role
·Taking ownership of incidents at a critical point in their life cycle.
·Provide technical troubleshooting and investigation of incidents.
·Provide technical troubleshooting and investigation of incidents relating to the configuration & set-up of ATMs.
·Manage all IMAC (Installation, Move, and Change) requests relating to individual ATMs from our 'Fully Managed' customers, and submit requests to our internal teams & suppliers as required.
·Monitor and manage IAD Comms orders where we have requested assistance from OpenReach Project Services.
·Carry out preventative work to minimise the risk of occurrence of service affecting faults and incidents.

Please note that core service hours are 08:00 - 18:00, Monday to Friday (excluding Bank Holidays), and working hours will be based on a shift pattern within these times. At times in this role may require you to work outside your normal working hours (evenings, nights & weekends).

·Proven Customer Service Experience
·Experience of using Word, Excel, and Outlook (or similar applications)
·Excellent verbal and written communication skills, with the ability to communicate effectively and professionally at all levels to both technical and nontechnical personnel
·Able to work effectively within a busy team with a high level of accuracy

To apply please send your CV