IT Service Centre Analyst (6 Months Interim/Contract)

About The Role

You will be representing the IT Service Centre to provide 1st line phone support and 2nd line hardware support, as well as fulfilling service requests that are logged with the IT Service Centre. This is a phone-based role, alongside hardware fault diagnostics for laptops, desktops, mobile phones and other company IT hardware.

Responsibilities

• To respond in a professional, friendly, supportive, helpful and timely manner to all internal customers who contact the IT Service Centre via telephone or in person.
• Take ownership of issues raised and manage customer expectations by providing regular contact and progress updates.
• Act as a liaison with other internal Technology departments and drive through a resolution on behalf of the customer to deliver in accordance with agreed timelines.
• Actively and professionally represent the IT Service Centre throughout the organization.
• Use sound judgment and make decisions that will maximize customer satisfaction.
• Strive to continually improve personal performance in order to achieve team and departmental SLAs and KPIs.
• Take responsibility for continuous self-development and own learning.
• Contribute ideas and suggestions for the proactive improvement and effectiveness of the IT Service Centre delivery.
• Manage issues with minimum supervision.

About You

You will have gained the following skills/experience:

• Shares the vision of being friendly, flexible and facilitating when working with customers and colleagues to reach a resolution
• Can use effective questioning to gain understanding and to establish needs and facts
• Can ensure all communication is conducted in a friendly and professional manner
• Demonstrates an enthusiastic “can do” and professional attitude
• Works well in a team and on their own
• Able to balance the needs of the customer with the needs of the Business
• Takes ownership and consistently strives for improvement
• Demonstrates a track record of owning & managing initiatives / projects to completion
• Able to pro-actively investigate cases, taking ownership and maintaining focus to successful resolution

Minimum Criteria

• Experience working in a IT Service Centre environment.
• Strong customer service skills
• Strong problem solving skills
• Strong development and learning skills

Experience Of The Following Systems/technologies

• Supporting Microsoft Windows 10/11 in an enterprise environment
• Administrating Microsoft Active Directory
• Administrating Intune endpoint management
• Administrating Microsoft Exchange
• Supporting Microsoft 365 Applications
• Supporting remote connectivity/VPN
• Supporting LAN/WAN technologies
• Supporting Laptops/Desktops and Printers/Multi-Function Devices
• Supporting iOS Apple device

About The Company

Motability Operations is a unique organisation, virtually one of a kind. We combine a strong sense of purpose with a real commercial edge to ensure we provide the best possible worry-free mobility solutions to over 815,000 customers and their families across the UK. Customers exchange their higher rate mobility allowance to lease a range of affordable vehicles (cars, wheelchair accessible vehicles, scooters, and powered wheelchairs) with insurance, maintenance and breakdown assistance included. We are the largest car fleet operator in the UK (purchasing around 10% of all the new cars sold in the UK) and work with a network of around 5,000 car dealers and all the major manufacturers. We pride ourselves on delivering outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10.

Our Values Are At The Heart Of Everything We Do. They Represent Ambition, And We Look For Our People To Live And Breathe Them Every Day

• We find solutions
• We drive change
• We care

We operate hybrid working across the organisation where we split our time between working on-site at our offices, and at home, remotely within the UK. We believe hybrid working achieves a good work/life balance for our colleagues, allowing us to connect with each other, collaborate on important work, and perform together to deliver for our customers. It allows us to have the flexibility to work remotely up to 2-days per week whilst also using the great office spaces we have available.

At Motability Operations, we believe in building a diverse workforce, where our people are empowered to attend work as their true selves, and we encourage people from all backgrounds to apply. We want to sustain a culture that nurtures, where employees are free to flourish and where they’re rewarded equally, regardless of race, nationality or ethnic origin, sexual orientation, age, disability, or gender.

We pride ourselves on being an inclusive employer and as such, all our offices provide first rate disability access. With our hybrid working environment, we do our best to accommodate part-time and flexible working requests where possible, building on our culture of trust, empowerment, and flexibility.