Service Desk Analyst
Department: Customer Support
Employment Type: Permanent - Full Time
Location: Chelmsford, UK
Description
The primary objective of a 1st line analyst is to provide a single point of contact between the services being provided and the users. Typically this will involve taking phone calls, accurately conveying customer conversation to our case logging system, handling e-mails and web queries whilst providing first class customer service to our customers in the education industry. A 1st line analyst works closely with our 2nd line teams to gain assistance and absorb knowledge from them.
Key Responsibilities
* Providing 1st class customer service via incoming phone calls, e-mails and through our customer facing portal.
* Managing customer expectation with the use of active listening and telephony skills.
* Be mindfully aware of the volume of work on offer
* Analysing Customer enquiries to determine correct prioritisation and classification.
* Taking ownership of customer enquiries and attempting to resolve new cases at first contact.
* Using remote support tools to attempt to resolve queries at first contact.
* Routing newly created cases to the specific 2nd Line teams where required.
* Educating customers on bespoke software used exclusively in the Education industry and minor Microsoft related issues.
* Assisting 2nd Line teams with their workload where required.
* To ensure the data protection process rules are abided to at all times
* To keep non work related activities to break and lunch times only
Skills, Knowledge and Expertise
* Interpersonal skills, such as telephony skills, communication skills, active listening and customer care training
* Business awareness: demonstrate a knowledge of an organisation’s business areas, drivers, structure, priorities etc.
* Service awareness of all the organisation’s key IT services for which support is being provided
* Support tools and techniques
Essential Skills
* Customer service experience must be customer focused with excellent communication skills and happy to be customer facing
* Be punctual and flexible
* Have an eagerness to learn and develop new skills
* Great communicators in spoken and written English at all levels with an excellent telephone manner
* Computer literate and a confident user of Microsoft based programs
* Ability to work well under pressure and demonstrate a solid logical approach to problem solving
* Capable of asking clear and concise questions in order to ascertain the exact details of a customer query
* Conscientious and self-motivated
Desirable Skills
* Telephony experience in a Service Desk or Contact Centre environment
* Previous use of a Customer Relationship Management Software eg. Service Now
* Previous work within a School and/or Educational Body
* Experience of working in an ITIL compliant environment
* IT Certifications such as COMPTIA A+
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