Join
a leading independent technology and services provider as a First Line Analyst.
Job Overview:
We are looking for candidates who can provide
frontline customer service support by handling calls and emails, logging IT
Incidents, and aiming for first-contact resolution. You'll manage queues,
support switchboard overflow, and contribute to knowledge base updates.
Location: Phoenix House Colliers Way, Pheonx Business Park – Nottingham
Daily Rate: A per
Hour rate, in-scope IR35, of £12.60/hr PAYE) OR £16.35/hr (via Hays
Approved umbrella company)
Contract
Duration: 6 Months
Working Hours : 7am until 7pm on a 7.5-hour rolling shift
Main Responsibilities
- Taking incoming calls and emails via Genesys to log incidents into ITSM, capturing all the minimum data set required to progress the incident. We will try our best endeavours to resolve the issue at the first point of contact for the caller where is feasibly possible.
- Following knowledge processes for onwards assignment. Updating existing knowledge where processes have changed and creating new knowledge articles to close the knowledge gaps.
- Queue Management
- Taking Switchboard overflow calls when they are busy.
The Ideal Candidate
- Excellent customer service skills, focusing on the customer rather than the technical and being able to control a call.
- Excellent telephone manner and written capability with comprehension. Ideally proven track record in a contact centre environment but not essential.
- Candidate must be able to pass BPSS clearance.
- Ability to handle conflict
- Ability to be flexible and adaptable to change, even it is a total surprise.
- Focus on the customer experience.
- Team Player with the ability to focus on the team progression and not just your own.
- Reliable with good timekeeping.
- Confidence to speak up and question the Status Quo in a healthy manner.
- Pattern recognition to spot trends.
- Ability to learn new software.
How to Apply : If you're interested in this
role, click 'apply now' to forward an up-to-date copy of your CV, or call us
now. If this job isn't quite right for you, but you are looking for a new
position, please contact us for a confidential discussion about your career.
- Daizy Grover
