Our client are looking to appoint a Service Desk Analyst, to supplement the team with hard working, enthusiastic and customer focused individuals to provide an outstanding level of service and quality.
Key Responsibilities of a Service Desk Analyst
* Present a professional image of the company to deliver positive customer experience throughout the customer journey
* Be clear and transparent in all communication with customers to ensure they understand the current situation in order to demonstrate the business principles
* Responsible for working in adherence to all policies and procedures in order to deliver compliant customer outcomes
* Constantly strive to improve the customer experience by challenging existing processes and practices and recommending change where appropriate.
* Manage vulnerable customer incident in order to ensure the most appropriate support is provided
* Identify and accurately record any complaints received from customers and achieve first time resolution
* Responsible for identifying and reporting any incidents of breaches of operational processes and policies
* Use a variety of tools and techniques to initiate and maintain contact with customers to ensure an appropriate outcome is achieved
* Effectively communicate with customers in order to identify the issue and to provide customers an appropriate outcome
* Utilise effective questioning techniques to understand the customer circumstances, to ensure an Incident is managed to exit in a timely manner
Skills needed to be a Service Desk Analyst
* A confident telephone manner
* Effective written and verbal skills
* The ability to work towards targets
* The ability to work as an individual and as part of a team
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