Customer Service Analyst/1st Line Support

Customer Service Analyst - 1st line support, Windows, helpdesk, service desk, SLA.

Capita, FTSE 100 and Leading Business Process Outsourcer, is seeking two Customer Service Analysts to join them on a fixed term contract basis starting in September 2013 till April 2014 to provide technical First Line Support and resolve a high percentage of incoming IT Support requests calls upon the first contact - in excess of 55%.

Responsibilities include:

To answer incoming calls and record details of fault/request on RMS service desk - a high level of detail and accuracy is required. To appropriately fulfil or field all requests that come through to the department.

To follow procedure, maintain documentation and standards and to collate and submit asset information as required.

Assess business impact of IT Incidents and accurately assign SLA and follow escalation procedures as directed.

Assign unresolved incidents to the correct internal support team or invoke 3rd party support (potentially some 60+ organisations) and monitor the progress of those incidents

Communicate status updates to users and carrying out quality checks of the Documented Incident

To work under the direction of the Manager and Team Leader to meet Contact Management and Incident Management SLA's and in providing accurate management information and reports.

To utilise fully the Solutions Data Base on RMS and contribute to keeping it relevant and up to date.

To be fully conversant with Incident Management and SLA's and supporting documentation.

Any other duties required to meet the SLA's/KPI's and Business Objectives.

So seeking applicants with the following experience and skills:

Good 1st Line Support experience
Proven experience with Windows
Excellent Customer Service/Communication skills
Good reporting and documentation skills
Team Player
Flexible
Ability to prioritise workload
Able to cope calmly with high call volumes
Able to cover Shifts if required
Eye for detail
Ability to obtain SC clearance

Ideally the following as well but not essential:

Experience of working with Windows 7 Operating System
Understanding of SLA's
Incident management
Experience with a call logging system such as heat, Remedy.
Helpdesk and/or service desk background

If interested apply now to avoid disappointment!

Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.