Join a leading independent technology and services provider as a First Line Analyst L3Job Overview: This role is a key customer-facing position responsible for delivering high‑quality technical and service support across multiplemunication channels, both remotely and on customer sites. It involves managing inbound and outbound contacts, creating and maintaining tickets to ensurepliance, and resolving technical issues at the first point of contact whenever possible. The position requires sound judgement in evaluating escalations, ensuring customer expectations are met, and maintaining a consistent service experience for both internal and external stakeholders.Rate£ through UMB£ through basic PAYEContract 12 Months contractLocationNottingham OR Milton KeynesSecurity Required:SC ClearanceKey Responsibilities
1. Ensure Department/Contract meets SLA performance targets
2. Maintain and improve customer satisfaction levels
3. Understand and adhere to policies and procedures
4. Demonstrates relevantpany Values
5. Keep skills up to date with IT industry standards as appropriate to the role/contract
6. Attain and maintain accreditations as appropriate to the role/Contract
Key Requirements
7. Works under supervision. Uses minor discretion.
8. Able to follow instructions and procedures
9. Uses information systems, technology functions and applications in line with IT industry standards as appropriate to the role
10. Demonstrates an organised approach to work.
11. Demonstrates customer service abilities
12. Routine administrative skills
13. Good interpersonal skills, basic literacy, and numeracy skills to support in customers language
14. Demonstrates awareness of health and safety at work.
15. We would expect extended understanding of PC usage
16. Strongmunication skills with a proactive approach to solutions
17. At least 18 months experience of working on a service desk / call centre
18. Customer Service experience is essential at this level
19. Ability to perform ticket analysis and report on trends
20. Ability to handle excel, ppt at a basic level
21. Ability to work independently and meet deadlines
22. Demonstrate project management skills in account-related projects
23. Ability to adapt quickly to dynamic team environments to maintain consistent effective contribution.
24. Open to work in a 24/7 work environment
Additional InformationInterview Process: Once a profile is shortlisted, an interview will be conducted How to Apply: If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. #4765843 - Jatin Bhuranda