First Line Analyst

Experis IT; Nottingham; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A customer service team in Nottingham is seeking a Service Desk Analyst to manage technical inquiries while delivering excellent user experiences. You will be the first point of contact, handling calls and emails, with a focus on resolving issues efficiently. This hybrid role allows you to work from home two days a week after training. Successful candidates will excel in communication and have a proactive approach to learning and improving processes. Experience in a contact center is a plus but not essential.

Qualifications

• Excellent telephone manner and clear written English.
• Ability to prioritize customer experience over technical jargon.
• Capability to handle conflict and remain calm under pressure.
• Proactive approach to learning new software.

Responsibilities

• Manage incoming calls and emails, logging incidents into the ITSM system.
• Aim for first-contact resolution by capturing accurate data.
• Maintain the team's knowledge base.
• Monitor service queues and assist the switchboard during peak periods.
• Identify patterns and trends to improve service delivery.

Skills

Communication skills

Customer focus

Resilience

Adaptability

Proactive mindset

Job description

Service Desk Analyst - Nottingham (Hybrid)

Are you a customer-focused professional looking for a role that balances office collaboration with the flexibility of working from home? Join our team of six analysts in Nottingham, where we pride ourselves on solving problems at the first point of contact and maintaining high standards of service.

The Role

As a Service Desk Analyst, you will be the first point of contact for technical incidents and enquiries. Your focus will be on the user experience, ensuring every call and email is handled with care and efficiency.

Key Responsibilities

• Manage incoming calls and emails via Genesys, logging incidents into our ITSM system.

• Aim for first-contact resolution by capturing accurate data and following established processes.

• Maintain the team's knowledge base by updating existing articles and creating new ones to bridge gaps.

• Monitor service queues and assist the switchboard during peak periods.

• Identify patterns and trends to improve overall service delivery.

Working Pattern & Location

This role operates on a 7.5-hour rolling shift basis between 07:00 and 19:00.

• Monday to Friday: Shifts range from 07:00-15:30 to 10:30-19:00.

• Weekends: Occasional Saturday and Sunday shifts (07:00-15:30 or 10:30-19:00).

• Lieu Days: If you work a weekend, you will receive a day off during the following week (Tuesday-Friday).

• Hybrid Working: Once fully trained, you will work two days in the Nottingham office and three days from home.

Requirements

To be successful in this role, you should be a reliable team player who enjoys learning and can adapt to changing priorities.

• Communication: Excellent telephone manner and clear written English.

• Customer Focus: A track record of prioritising the customer experience over technical jargon.

• Resilience: The ability to handle conflict and remain calm under pressure.

• Mindset: A proactive approach to learning new software and the confidence to suggest improvements to current processes.

• Vetting: You must have been a UK resident for the last three years to pass the required BPSS vetting.

Previous experience in a contact centre is an advantage but not essential.

Training and Performance

We offer a minimum of two weeks on-site shadowing in our Nottingham office to ensure you are comfortable before working independently. As a team, we work towards clear targets, including:

• Answering calls within 30 seconds.

• Maintaining an abandoned call rate below 5%.

• Responding to emails within one hour.

• Achieving quality evaluation scores of over 90%.