Job Title

Service Desk Analyst

Job Ref No

js 3843

Salary

up to £25k+bonus+ben

Start Date

ASAP

Subtitle

Service Desk Analyst

Contract

Permanent

Location

Remote

Remote work from home jobs, Service Desk Analyst

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One of GTS’s Remote Work from Home Jobs. This role is for a Service Desk Analyst to join a growing IT Department.
The Role offers remote working but occasional travel to the offices is needed.
The hours are from  8am to 6pm 7.5 hours a day on a shift basis
The mission of this IT organisation is to deliver an efficient and effective service that has scalability and flexibility. to support the demands of the business. Building strategic capabilities, enabling transformational efforts and embedding quality in all systems and processes. The Service Desk Analyst is first point of contact for the business. Firstly, you will be responsible for providing a great services to our customers.

Job Responsibilities

Firstly, manage the relationship with our customer . Secondly, regularly assessed relationship based on the following 5 standards:
Most importantly,  Trust – Have honest intentions and be transparent to help set expectations of our customer.
Communication – Be easy to engage with and ensure we’re regularly communicating with our customers.
Dependability – Follow through on any commitments we’ve made and leave our customers knowing they can count on us.
Proactiveness – Actively looking for opportunities to continuously improve.
Friendliness – Always try to make the working day a little more pleasant for our customers.

Service Delivery

Fisrtly, answering Customer Support messages via telephone, e-mail, web portal and chat.
Secondly, listening to Customer queries and either resolving at first contact or accurately identifying the right department to assist.
Most importantly, accurately recording Customer queries within the call logging software.
Also, check the customer contact details to ensure hassle-free engagement.
Own the End-to-End progress and proactively communicate with the customer.
Working within framework of best practices for IT Service Management.
Using Articles provided by Subject Matter Experts to increase first contact resolution.
Actively look for improves to the Customer Experience.
Work with wider IT function to identify “Shift Left” opportunities.
Finally, follow up with the Customer to measure their Customer Satisfaction levels.

What we are looking for in Customer Experience Analyst:

Most be focused on a good Customer Experience
Excellent Communication and Interpersonal Skills
Also, excellent Listening Skills and work well in a team
Must have good attention to detail and a fast learner
Good Problem Solver/Analytical skills
Finally, good at Prioritising and Multi-Tasking

Experience needed for this role.
Fisrtly, 2 years in a Customer facing Role
Service Management experience is desirable

If you have the experience and skills but questions about this role, please contact GTS now.

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