Trainee Service Desk Analyst - Part Time

Trainee Service Desk Analyst- customer services, call logging

Capita, FTSE 100 and leading Business Process Outsourcer, is seeking a Part Time Trainee Service Desk Analyst to join their team in Ruddington

Full on the job training will be provided so any experience background is welcome. Seeking applicants that are looking to start a career in IT who have good communication and customer service skills and are happy and willling to learn new skills. Ideal position as they work with you on a career path.

Although this is a fixed term contract for 3 months it would be a rolling contract so would keep on extending. Potential to go permanent/full time down the line. Salary is paid pro rata on 18.5 hours a week as these would be part time positions.

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

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
* Interest in IT, ideally some experience in it as well from either work or studies
*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 ideal
*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.
*Ideally an understanding of Desktop Operating Systems and/or MS Office Products
*Ideally also understanding of MS Active Directory User Administration
*Understanding of ITIL principles

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.