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- This position is based in Westlakes Science Park, Cumbria and requires a SC clearance, meaning 5 complete years residency in the UK up to present date
Your job in a nutshell
The Service Desk team work with Partner teams to deliver IT services for approximately 14000 users across multiple locations throughout the UK!
The First Line Support Analyst’s role is to provide a single point of contact for customers’ incidents and enquiries, following documented processes to ensure tickets are logged, prioritised and routed accurately. The 1LS Agent will also be expect to provide Incident Resolution to support the First Time Fix Service Level Agreement as per documented Knowledge Articles.
The environment in which this role operates is fast paced and continually challenging.
What Will You Be Doing
- Communication Demonstrates clear and concise written, oral and listening skills to identify any Customer knowledge gaps
- Problem Solving and Decision Making Demonstrate handling majority of issues/problem customer concerns and suggest resolutions with minimum prompting from 2LS / Team Leader.
- Flexibility Shows evidence of being able to adapt to new situations outside of assigned team.
- Attitude Demonstrates drive and determination in coping with difficult situations.
- Self Management Demonstrates evidence of good timekeeping, professional appearance and time management.
- Customer Service Demonstrates awareness of customer and business needs. Able to describe technical details to non-technical customers in simple plain English.
- Tools Can quickly pick up the ticket logging tool and other systems consistently used by the Service Desk.
- Telephony Average Handle Time (AHT) & Contacts per Analyst per Day (CPAPD) at or better than target Manages call durations, wrap up times and CPAPD conforming with the team target. Has an awareness of impact and is proactive in seeking improvement.
- Queue Management Manage individual queues to given targets with zero intervention from Team Leader.
- Ticket logs are maintained in a timely and efficient manner (in line with SLA’s)
- Constantly review all tickets in 1LS queues (supporting set KPI’s) and handle aged tickets to closure
- Working to aid avoidance of SLA breach on tickets.
Requirements
- Experience in a Customer facing role and in IT
- IT Certification is a plus
- Windows Operating Systems (Windows 10),
- Microsoft Office suite of applications (i.e. Word, Excel, PowerPoint, Outlook, Access)
- Understanding of Service Level Agreements
- Proficient English Language skills
- Problem solving skills able to identify the exact details of a problem through a rational process and able to take steps to ensure a successful resolution.
- Attention to detail, able to document the details of issues clearly in a concise understandable manner
- You will be required to undergo and successfully gain a Disclosure Scotland and SC security clearance check in order to undertake this position.
Rewards And Benefits
In addition to joining a phenomenal team, you can also expect a fantastic range of benefits.
These include
- 25 days annual paid leave;
- Wellbeing programs & work-life balance - integration and passion sharing events;
- Private medical and dental care;
- Pension contributions up to 10%;
- Flex benefits program;
- Courses and certifications opportunities;
- Conferences and Expert Communities;
- Charity and eco initiatives.
As a Disability Confident employer, we encourage applications from all applicants, especially, differently abled applicants. We aim to ensure that those who meet the minimum criteria for this position will be offered an interview. We are committed and willing to making reasonable adjustments to the application and assessment process to accommodate your needs. If you would like to discuss this further, please contact us via our dedicated mailbox - [email protected]
Recruiter Contact
Please write directly to
Viktoria Ivanova on LinkedIn https //www.linkedin.com/in/viktoria-ivanova-801298129/
If you require additional support with the recruitment process, please let us know during the application process.
