Hybrid Service Desk Analyst - First Contact Champion

Experis - ManpowerGroup; Nottingham; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A leading recruitment firm is looking for a Service Desk Analyst to join their team in Nottingham. The role involves managing incoming calls and emails, ensuring excellent customer service and first-contact resolutions. As a hybrid position, analysts will work two days in the office and three from home post-training. The ideal candidate should have strong communication skills, resilience, and a proactive approach towards learning new software. Experience in a contact center is an advantage but not mandatory.

Qualifications

• Excellent communication skills, both verbal and written.
• Background in customer service preferred but not essential.
• Team player with a proactive mindset.

Responsibilities

• Manage incoming calls and emails, logging incidents in ITSM system.
• Aim for first-contact resolution by capturing accurate data.
• Update knowledge base and assist during peak service periods.
• Identify patterns to enhance service delivery.

Skills

Excellent telephone manner

Clear written English

Customer-focused

Resilience

Proactive approach to learning

Job description

A leading recruitment firm is looking for a Service Desk Analyst to join their team in Nottingham. The role involves managing incoming calls and emails, ensuring excellent customer service and first-contact resolutions. As a hybrid position, analysts will work two days in the office and three from home post-training. The ideal candidate should have strong communication skills, resilience, and a proactive approach towards learning new software. Experience in a contact center is an advantage but not mandatory.