Job Description
First Line Analyst L2
Join a leading independent technology and services provider as a First Line Analyst (L2)!Job Overview: Once fully trained and operational, you will be working 2 days from the Nottingham office and 3 days at home.
Training:Training will be on the job side by side shadowing on site in the Nottingham office for 2 weeks as a minimum until you are comfortable and able to work with minimal support.Workload:There are 6 analysts on the team sharing a workload of approx. 1000 calls and 700 emails a month.Day-to-Day Activities:
* Taking incoming calls and emails via Genesys to log incidents into ITSM, capturing all the minimum data set required to progress the incident.
* We will try our best endeavours to resolve the issue at the first point of contact for the caller where is feasibly possible.
* Following knowledge processes for onwards assignment.
* Updating existing knowledge where processes have changed and creating new knowledge articles to close the knowledge gaps.
* Queue Management
* Taking Switchboard overflow calls when they are busy.
Rate£16.35/Hr through UMB£12.60/Hr through basic PAYE£14.31/Hr through Premium PAYEContract 6 Months contractLocationPhoenix House, Colliers Way, Phoenix Business Park, Nottingham NG8 6AT Job Description:7am until 7pm on a 7.5 hour rolling shift basis as outlined below.Monday to Friday:07:00 - 15:3008:00 - 16:3008:30 - 17:0009:00 - 17:3010:30 - 19:00Saturday and Sunday:07:00 - 15:3010:30 - 19:00Key Responsibilities
* Excellent customer service skills, focusing on the customer rather than the technical and being able to control a call.
* Excellent telephone manner and written capabilities with comprehension.
* Ideally proven track record in a contact center environment but not essential.
* Ability to handle conflict
* Ability to be flexible and adaptable to change, even it is a total surprise.
* Focus on the customer experience.
* Team player with the ability to focus on the team progression and not just your own.
* Reliable with good timekeeping.
* Confidence to speak up and question the Status Quo in a healthy manner.
* Pattern recognition to spot trends.
* Ability to learn new software.
* Able to receive feedback well.
* Ability to improve your own learning.
Key Requirements
* Be able to answer a call within 30 seconds across the team.
* Have an abandoned call rate of less than 5% across the team.
* Be able to answer an email within 1 hour across the team.
* Score more than 90% on Quality Evaluations across the team.
* If you are rota'd to work a Saturday or Sunday you will get a Lieu Day off the following week between Tuesday and Friday as allocated by the Team Leader.
* Once fully trained and operational, you will be working 2 days from the Nottingham office and 3 days at home.
Training:Training will be on the job side by side shadowing on site in the Nottingham office for 2 weeks as a minimum until you are comfortable and able to work with minimal support.Workload:There are 6 analysts on the team sharing a workload of approx. 1000 calls and 700 emails a month.Additional InformationInterview Process: Once a profile is shortlisted, then a F2F 1st stage 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. # 4735447