Join a leading independent technology and services provider as a First Line Analyst.
Job Overview:
We are looking for candidates who can provide frontline customer service support by handling calls and emails, logging IT Incidents, and aiming for first-contact resolution. You'll manage queues, support switchboard overflow, and contribute to knowledge base updates.
Location: Phoenix House Colliers Way, Pheonx Business Park - Nottingham
Daily Rate: A per Hour rate, in-scope IR35, of £12.60/hr PAYE) OR £16.35/hr (via Hays Approved umbrella company)
Contract Duration: 6 months
Working Hours: 7am until 7pm on a 7.5-hour rolling shift
Main Responsibilities
* 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.
The Ideal Candidate
1. Excellent customer service ...