Trainee Service Desk Analyst

Trainee Service Desk Analyst Job

Capita, FTSE 100 and leading Business Process Outsourcer, is seeking aTrainee Service Desk Analyst to join their team in Ruddington near Nottingham

Full on the job training will be provided so any experience background is welcome. Seeking applicants who are interested in IT and that have good customer service skills that are happy and willling to learn new skills and want a career in IT.

Although this is a fixed term contract for 3 months it would be a rolling contract so would keep on extending and high potential to go permanent in future or even after the first 3 months. Hours varies from 7am to 7pm. 7.5 hours a day, 37.5 hours a week.

Main purpose of the role is to:

*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.
*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

Responsibilities include:

*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
*Ensure processes are documented and updated as necessary

Seeking applicants with the following:

*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 or interest in IT. Ideally some experience as well
*Basic MS Office skills: Microsoft word, excel and PowerPoint.
*Any previous experience of working in a Service Desk, Call Centre, Helpdesk or support environment would be desired
*Self starter
*Ability to work effectively as a member of a team as well as their own and uses own initiative
*Strive for excellence - premium customer service provider
*Flexible to new technologies.
*Good organisational skills
*Ability to work under pressure
* 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.