Job Description
We are currently looking for Out of Hours Analysts to join our Service Desk and our out of hours team. You will be working overnight between the hours of 7pm and 7am on a shift pattern of 4 days on and then 3 days off.
We are looking for individuals with a passion for providing excellent customer service with a good knowledge of IT platforms, equipment and applications
Main Purpose of role
Provide First Time Fixes for incidents wherever possible.
Accurately log incidents/ service requests, ensuring all relevant data is captured to enable quick and efficient resolution within SLA.
Keeping Customers informed on at all time on status and progress.
Adhering to Incident, Change and Problem management procedures.
Escalate potential service issues initially with Team Leader/Service Desk to avoid customer dissatisfaction.
Ensure all open tickets assigned to yourself are worked on within the time frame provided and updated to reflect the correct status.
Deliver and maintain vendor management on behalf of the customer.
Business process awareness
Drive the customer experience by executing the defined service desk process.
Highlight trends to the Service Desk Team Leader for review
Qualifications and Skills
Strong Customer Service background
Educated to GCSE level in Maths and English or equivalent.
Excellent oral and written communication skills with the ability to communicate effectively at all levels
Clear and Polite telephone manner
Rapid and accurate data entry skills
Excellent social skills with the ability to establish and maintain good/ productive relationships with colleagues and customers.
Ability to display a logical and methodical approach to problem-solving
A passion for providing exceptional customer service even during the period of stress and pressure.
Experience of working in a team
Passionate, professional, with a ‘can-do’ attitude at all times
Job Type: Full-time
Job Types: Full-time, Permanent
Salary: £20,000.00-£28,000.00 per year
Job Types: Full-time, Permanent
Salary: £20,000.00-£28,000.00 per year
Schedule:
Experience:
- Technical support: 1 year (preferred)
Work Location: Remote