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Job Title - Level 1 Analyst Role
Salary - £17,000 per year
The objective of the Service Desk is the single point of contact between service providers and the Client on a day to day basis. It is also a focal point for reporting new incidents, requesting updates in existing incidents and making service requests and logging Service Requests. The CSC has an obligation to keep the client informed of service events, actions and service opportunities that are likely to impact the Client service or operation. CSC is accountable for accurately capturing relevant statistical data, measuring SLAs and reporting variance in delivery performance to the Service Reporting function.
Work as part of a team, co-ordinated by their Service Leaders
Have a detailed understanding of Service Desk responsibilities and service level target
Grow thorough knowledge of all Procedures and Processes
Gain an understanding of the company structure and location
Increase your understanding of the support provided by the Service Desk
Handle calls and logging in a timely manner, and that all Service Level Agreements are met
Knowledge of all tools used: Remedy, IMKD, Forum, Mail-in databases
Provide a fabulous level of Customer service
Answer all telephone calls in a polite and professional manner
Provide customer service support for Call Management queries
Respond to customer enquiries within SLA
Achieve high level of fix on phone
Call dispatch to resolver teams
Log all Password / PIN resets as a First Time Fix
Pass high severity cases through to Production Service Management where appropriate
Update customers on tickets
Chase resolver Groups for ticket resolution
Confirm ticket resolution and closure
Assist, where necessary, in any additional tasks from Service Leaders
Be an effective team member, contributing ideas within and also outside areas of responsibility
Maintain effective communication with the Service Desk team members and resolver groups
Work with Service Leaders to actively improve the service
Attend Service Desk meetings as required
Respond positively and promptly to all complaints and demonstrate actions to prevent recurrence
Ensure e-mails are managed within the agreed timescales on a daily basis
Highlight to leadership if assistance with managing workload is required
Pro-active and able to work on their own initiative, ensuring a high level of professionalism is maintained at all times within the group.
Able to communicate and negotiate with personnel of all levels.
Have the ability to deal with people at all levels both internally and externally in an efficient and courteous manner.
Take a Quality approach to all work carried out in the department and ensure all processes and procedures are documented in compliance with ISO
Follow all documented Processes and Procedures for the Service Desk
Be prepared to attend meetings as the representative of the Service Desk
Continually strive to improve existing processes and identify new steps or gaps where necessary
Working Hours - Flexible between the hours of 06.00 and 18.00