Remote work from home jobs, new role for a Service Desk

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One of GTS’s Remote Work from Home Jobs, this role is for a Service Desk Analyst to join our growing IT Department.
Role is remote with very occasional travel to the offices.
Hours of cover 8am to 6pm 7.5 hours a day on a shift basis
The mission of the 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 Customer Experience team are the first point of contact for our business when engaging with our IT Support function and are responsible for ensuring the experience is a positive one. We’re keen for our relationship with the business to be strong and aim to always deliver a quality service.

Job Responsibilities

Relationship Management:
The relationship with our customer will be regularly assessed and is based on the following 5 standards:
• 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
• Answering Customer Support messages via telephone, e-mail, web portal and chat.
• Patiently listening to Customer queries and either resolving at first contact or accurately identifying the appropriate department to assist.
• Accurately recording Customer queries within our call logging software.
• Validating Customer contact details to ensure hassle-free future engagement.
• Owning the End-to-End progress of outstanding queries and proactively communicating appropriate updates to the Customer.
• Working within framework of best practices for IT Service Management.
• Using Knowledge Articles provided by Subject Matter Experts to increase first contact resolution.
• Actively looking for opportunities to improve Customer Experience.
• Working with wider IT function to identify “Shift Left” opportunities.
• Following up with the Customer to measure their Customer Satisfaction levels.

What we are looking for in Customer Experience Analyst:

• Focused on Customer Experience
• Excellent Communication and Interpersonal Skills
• Customer Service Support Experience
• Excellent Listening Skills
• Able to work within a Team
• Capable of following work instructions
• Pays attention to detail
• Fast learner
• Problem Solver/Analytical
• Good at Prioritising and Multi-Tasking

Experience Required
• Minimum 2 years in a Customer facing Role
• Service Management experience highly desirable

If you have the outlined experience and skills set please apply now!

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