Service Desk Analyst

Capita, FTSE 100 and leading Business Process Outsourcer, is seeking a Service Desk Analyst to join their team in Derby to work on a shift basis of 4 days on 4 days off rotating between 7am to 7pm and 7pm to 7am. A 17.5% shift allowance will be added to the base salary. Initially starting on normal hours.

Also this will be an initial 3 months fixed term contract with high potential to go permanent afterwards.

Overview of the role:

- Provide a first, and single, point of contact into Capita Services Desks for all supported businesses
- Responding to calls placed via a variety of media
- Ensuring incoming incidents are logged accurately and that sufficient information is recorded in the relevant incident logging software, and following and adhering to stringent processes.
- Ensuring that all cases owned are resolved in accordance to the agreed Service Level Agreement (SLA)
- Deliver outstanding customer service standards by answering all calls promptly, remaining courteous and professional at all times
- To contribute to overall achievements of required Service Level by maintaining agreed personal targets. Assist in ensuring SLAs and Key Performance Indicators (KPIs) are met
- Training and mentoring new starters
- Dealing with mid-level escalations
- This role will be covering our OOH period to cover between the hours of 1900 - 0700 Mon - Fri, Bank Holidays and Weekends.

Responsibilities:

- Respond to incoming requests, via a variety of media, against thresholds in line with the contracted service levels;
- Information at call receipt using agreed scripts and knowledge management information. Ensure verification of customer details and availability for callback;
- Logging of all incidents in the appropriate call logging software, ensuring all relevant information is obtained, correct categorisation, contract, SLA is chosen and advise caller of unique call reference number;
- Provide problem diagnosis, using appropriate support tools and resolution for desktop problems. Assign calls to correct third party queues where appropriate;
- Maintain customer service standards by answering all calls promptly, remaining courteous and professional at all times.
- Proactively manage Customers expectations through either resolution of or updating on progress of their outstanding incidents/requests;
- Escalate any issues but try and ensure they are dealt with before problems occur;
- Track and monitor calls that are with third parties, to liaise with third parties for a resolution and escalate when resolution is not moving forward within the appropriate timescales;
- Resolve and close cases to customer satisfaction or escalate to the appropriate ITS Management where further direction is required;
- To contribute to overall achievements of required Service Level by maintaining agreed personal targets. Assist in ensuring SLA's and KPI's are met
- Responsible for ongoing performance against appropriate Service Level Agreements and ensuring that these are continually improved
- Ensuring Knowledge Base articles are regularly reviewed and updated
- Training and mentoring new starters and acting as an ongoing point of escalation.

So seeking applicants with the following:

* Any previous experience of working in a Service Desk, Call Centre, Helpdesk or support environment
* Understanding of MS Active Directory User Administration
* Good knowledge of support tools used by IT Service Desk and Desktop Support teams
* Strong interpersonal and communication skills, particularly customer facing skills including listening skills.
* Problem solving and analytical skills
* Ability to diffuse potentially confrontational situations and to remain calm and reasonable when dealing with difficult calls
* Willingness to learn
* Knowledge in IT
* Basic MS Office skills: Microsoft Word, excel and PowerPoint.
* Enthusiastic and committed
* Ability to prioritise workload
* Experience of working to SLAs
* Self starter
* Ability to work effectively as a member of a team as well as their own and uses own initiative
* Ability to follow procedures
* Strive for excellence - premium customer service provider
* Flexible to new technologies.
* Good organisational skills
* Ability to work under pressure
* Smart and presentable
* Ability and willing to undergo SC security vetting if successful.

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.