Service Desk Analyst Immediate Starters job in Rotherham at Jobg8 Limited

Service Desk Analyst (Immediate starters)

Company: Jobg8 Limited

Location: Sheffield UK

Date Posted:May 03, 2017

We have a number position for Service Desk Analysts to start on Tuesday 14th March for an initial 3-6 month contract. Main Responsibilities:In the role of Service Desk analyst you are dealing with our customers IT faults and questions, helping them get operational and back to business. We are looking for people with an interest in IT and a passion for providing great customer service. The role spec is:-Provide a first, and single, point of contact into Capita Services Desks for all supported businessesRespond to phone calls, emails and online chatEnsure incoming incidents are logged accurately and that sufficient information is recorded in the relevant incident logging software.Ensure 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 timesLogging 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;Proactively manage Customers expectations through either resolution of or updating on progress of their outstanding incidents/requests;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 customers satisfaction or escalate to the appropriate ITS Management where further direction is required;Demonstrate a positive attitude towards change by words and behaviours. Challenge the way things have always been done and suggest improvements;Good attendance and time-keepingPlease apply with your CV for consideration. Capita IT Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.Capita IT 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.Transfer of information overseas Your information may be shared with subsidiaries of Capita plc who are involved in carrying out functions related to the services administration including such subsidiaries which are outside the EEA in countries which do not have similar protections in place regarding the information and its use. We shall ensure that any such subsidiary has put in place proper security measures to ensure at least the same level of protection of the personal data as is required under UK data protection legislation. View full job description
JobCentre Plus 2 years ago
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