Service Desk Analyst
- Employer
- Undisclosed Company
- Location
- Milton Keynes, Buckinghamshire
- Salary
- Up to £14.00 per hour
- Closing date
- 3 Oct 2018
View more
- Sector
- Customer Service and Call Centre
- Job Type
- Temporary
- Hours
- Full-time
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If you enjoy working in busy, challenging call centre environment and you would like to take your career to the next level then Manpower may have just the role for you!
SERVICE DESK ANALYST
JOB PURPOSE
The Service Desk is a key IT function and delivers the leading practice, customer-focused approach defined by VWFS' IT Support Strategy to all in VWFS UK, VW Bank Ireland and the retail network, with associated high levels of service and satisfaction.
RESPONSIBILITIES
- Provide the single point of contact for the management and coordination of all support related communications.
- Answer internal and external calls effectively and efficiently; answering a minimum of 90% of calls within the Service Level target for response times.
- Record all calls received from the business and retailers in the incident logging system, with accuracy and timeliness being paramount.
- Provide a 'first time fix' where possible and strive to improve on this on an on-going basis.
- Resolve customer incidents within agreed Service Level Targets, communicating the status of the incident and if applicable transferring the incident to second or third line resolver groups.
- Assign the correct incident severity, conveying to the caller the agreed Service Level Agreement.
- Where incidents are owned by the Service Desk:
- Take ownership of the incident and see it through to resolution.
- Ensure the customer is kept up-to-date at all times.
- Administration and resolution of customer complaints, escalating as required.
- Creating and amending of knowledge base documents as required.
KEY SKILLS
Experience in a Service Desk or Call Centre role, with Personal Computer and technical support skills.
- Ability to competently support incident resolution both independently and as part of a team.
- Ability to learn and support new applications and systems.
- The ability to influence others (both internally and externally) is essential in order to support users in completing actions.
- Proven verbal and written customer handling skills to enable customer satisfaction.
- Ability to cope within a pressurised environment whilst meeting deadlines.
- Proven analytic skills.
- Self-motivated and a strong team player.
- Time and priority management skills to enable efficient customer service delivery.
- Proven experience of Microsoft Office.
- PAY RATE: £14,00
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