Service Desk Analyst - Milton Keynes

Service Desk Analyst

This role will require you to support the IT Department for a large automotive provider.
The Service Desk is a key IT function and delivers the leading practice, customer-focused approach.

RESPONSIBILITIES


*Provide the single point of contact for the management and coordination of all support related communications.
*Answer internal and external calls effectively and efficiently; answering a minimum of 90% of calls within the Service Level target for response times.
*Record all calls received from the business and retailers in the incident logging system, with accuracy and timeliness being paramount.
*Provide a 'first time fix' where possible and strive to improve on this on an on-going basis.
*Resolve customer incidents within agreed Service Level Targets, communicating the status of the incident and if applicable transferring the incident to second or third line resolver groups.
*Assign the correct incident severity, conveying to the caller the agreed Service Level Agreement.
*Where incidents are owned by the Service Desk: Take ownership of the incident and see it through to resolution.
Ensure the customer is kept up-to-date at all times.

*Administration and resolution of customer complaints, escalating as required.
*Creating and amending of knowledge base documents as required.

THE SKILLS AND EXPERINCE NEEDED FOR THIS ROLE

*Experience in a Service Desk or Call Centre role, with Personal Computer and technical support skills.

*Ability to competently support incident resolution both independently and as part of a team.
*Ability to learn and support new applications and systems.
*The ability to influence others (both internally and externally) is essential in order to support users in completing actions.
*Proven verbal and written customer handling skills to enable customer satisfaction.
*Ability to cope within a pressurised environment whilst meeting deadlines.
*Proven analytical skills.
*Self-motivated and a strong team player.
*Time and priority management skills to enable efficient customer service delivery.
*Proven experience of Microsoft Office.

Could this be your next career? Apply today!