Customer Service Analyst

Pontoon; Welwyn Garden City; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company is seeking a Customer Service Analyst to deliver exceptional support to over 2,000 end users. The role involves face-to-face interactions, problem-solving, and maintaining strong relationships within a dynamic team. Ideal candidates will have experience in customer service and a desire to learn new technical skills.

Qualifications

• Experience in face-to-face customer service roles is desirable.
• Ability to identify and communicate recurring issues effectively.

Responsibilities

• Provide proactive, customer-focused onsite support to users.
• Log and track incidents using ITSM systems while adhering to SLAs.
• Assist with the setup and configuration of computers for new starters.

Skills

Problem Solving

Interpersonal Skills

Teamwork

Curiosity

Tools

ITSM Systems

Google Suite

iOS

Windows 11

ServiceNow

MobileIron

Nexthink

Job description

*Customer Service Analyst* (Contract)

Duration: 3 months (Possibility for extension)

Location: Welwyn Garden City (Fully on site)

Rate: A highly competitive PAYE rate is available for suitable candidates

Role Profile

Are you passionate about delivering exceptional customer service? Do you have a knack for problem-solving and a genuine desire to help others? If so, we invite you to apply for the role of Customer Service Analyst. Join our dynamic team and play a vital role in supporting over 2,000 end users with their IT needs.

Key Responsibilities:

• Provide proactive, customer-focused, face-to-face onsite support to users.
• Utilise your problem-solving skills to ensure swift resolutions to IT queries or problems.
• Maintain a calm, assured, and empathetic demeanour during all interactions.
• Log and track incidents using ITSM systems while adhering to Service Level Agreements (SLAs).
• Identify recurring issues and collaborate with relevant teams for investigation and resolution.
• Build strong relationships with team members and users to foster a collaborative environment.
• Engage in training to develop your knowledge of our enterprise solutions, including Google Suite, iOS, Windows 11, ServiceNow, MobileIron, and Nexthink.
• Assist with the setup and configuration of computers for new starters and upgrades for existing users.
• Provide both reactive and proactive maintenance support in a face-to-face customer service environment.

Required Skills and Experience:

• Strong problem-solving and interpersonal skills.
• Experience using ITSM systems for incident tracking.
• Ability to identify and communicate recurring issues effectively.
• Excellent teamwork and relationship-building skills.
• Eagerness to learn new technical skills and a curious mindset.
• Previous experience in a face-to-face customer service role is desirable.
• Familiarity with iOS devices (iPhone, iPad, Mac), Windows hardware, and meeting room technology is beneficial.
• Prior experience in building and configuring computers for new starters and upgrading existing laptops is a plus.

Candidates will need to show evidence of the above in their CV in order to be considered.

If you have the skills and experience and want to learn more about this role, please 'apply now' to declare your interest in this opportunity with our client. Our dedicated team will review your application.

We will respond to all successful applicants as soon as possible; however, please be aware that we may contact you later if additional candidates are needed or other relevant opportunities arise.

Adecco is an employment consultancy committed to diversity and inclusion. We respect and value individuals of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We aim to showcase talents, skills, and unique experiences in an inclusive environment that helps everyone thrive.

Please note that as part of our standard hiring process, background screening checks will be conducted on all hires before employment begins.