Service Desk Analyst Location - Peterborough 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 Great multi-tasking skills Key attention to detail