Jobs

Call Centre/Customer Service Agent/ Service Desk analyst

Job Ref No

3013u

Salary

£12-£13p/h

Start Date

01/07/2021

Contract

Contract

Location

Peterborough

We have a fantastic opportunity for experienced Call Centre / Service Desk / Call loggers/ First Line support Analysts in Hampton, Peterborough.

Due to COVID19 this role will initially be working from home, until the site returns to normality.

You will need to have experience of working In a call centre or service desk role.

Various Shifts. 7.5 hour shift. Desk covered between 08:00 – 18.00 and will include a Saturday and Sunday on an on-call basis.

Contracts min 3 months, with a potential to going perm long term.

Key responsibilities

1st Line Support of Software / Hardware related incidents.
• Accurately log incidents and ensure all relevant data is captured.
• Direct first hand ticket ownership.
• Regularly update incidents logged on the ITSM and manage the ticket assigned to your group.
• Maintain a high level of First Contacts Fixes.
• Proactively keep customers informed on an incident / request status and progress.
• Escalate incidents to the relevant resolver group where first time fix is not possible.
• Adapting and keeping up to date with current standard procedures.
• Proactively maintain and develop technical knowledge.
• Escalate potential service / problem issues initially with the relevant management / departments.
• Act as a role model for new members of the team and assist with training where required.

Knowledge and Experience

• Good knowledge of IT platforms, equipment and applications.
• Excellent time keeping.
• Excellent spoken / written communication skills.
• Relevant Customer service skills
• Previous experience within an IT support environment.
• Industry recognised qualifications in relevant area is desirable (i.e. MCP / CCNA / CompTIA)
• Experienced in the following:
o Windows Operating Systems
o Application troubleshooting (Teams, Outlook, Word etc)
o Hardware troubleshooting (desktop, laptop, phones)
o Remote Support
o Customer Service

• Experienced in the following desirable:
o Citrix
o MS Administration of AD, Exchange, O365
o SCCM
o MDM (such as Intune)
• Understanding of the ITIL framework and knowledge of the various associated disciplines is desirable
• Experience of working to SLAs, KPIs and to be able to accurately describe their purpose is desirable.

Personal attributes

• Positive, enthusiastic and supportive individual.
• Effective communication skills.
• Ability to take ownership of incidents and progress to resolution.
• Communication and interpersonal skills including listening, building rapport, establishing empathy whilst demonstrating awareness of internal and external issues in a calm and polite manner.
• Ability to work under pressure and apply existing knowledge to unknown areas.
• Ability to work in a team and to support team members.
• Creative troubleshooting skills and inquisitive nature.
• Passionate, professional, with a ‘can-do’ attitude at all times
• Proactive thinking
• Ability to work in office and remotely

So if you are a Call Logger/ Service Desk / First Line support / Call Centre analyst with the above skills and experience please apply now!

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