IT Service Centre Analyst

TN United Kingdom; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a dedicated individual to join their IT Service Centre team. This role focuses on delivering exceptional customer service through 1st line phone support and 2nd line hardware diagnostics for desktops, laptops, and mobile devices. You'll be responsible for managing customer issues, call logging, and ensuring timely resolutions. With opportunities for personal development and progression to tier two support, this position is perfect for those eager to enhance their skills in a supportive environment. Join a team where your contributions truly matter!

Qualifications

• Experience in customer service or a Service Centre environment.
• Strong problem-solving and learning skills.

Responsibilities

• Provide tier one desktop support and manage customer expectations.
• Coordinate with Technology departments to drive issue resolution.

Skills

Customer Service

Problem-Solving

Microsoft Windows 10/11 Support

Microsoft Active Directory

Microsoft 365

Remote Connectivity/VPN

LAN/WAN

HP Hardware Support

Printer Support

Job description

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About The Role

You will provide 1st line phone support and 2nd line hardware support as part of the Motability Operations IT Service Centre. This is a customer service-focused role, primarily phone-based, involving hardware fault diagnostics for desktops, laptops, and mobile phones. You will be responsible for call logging, resolution, managing internal customer issues, and setting expectations to meet business needs.

Responsibilities:

1. Respond professionally, friendly, supportive, helpful, and timely to all customers contacting the Service Centre via telephone or in person.
2. Provide tier one desktop support to internal customers and answer incoming calls.
3. Take ownership of issues, manage customer expectations, and provide regular updates.
4. Coordinate with Technology departments to drive issue resolution within agreed timelines.
5. Represent the IT Service Centre professionally across the organization.
6. Use sound judgment to maximize customer satisfaction.
7. Strive for continuous personal performance improvement to meet SLA’s and KPI’s.
8. Own learning and development, with progression towards tier two support and account management.
9. Contribute ideas for improving Service Centre delivery.
10. Handle issues with minimal supervision.

About You

You should have experience in customer service or a Service Centre environment, with strong customer service, problem-solving, and learning skills. Experience with supporting Microsoft Windows 10/11, Microsoft Active Directory, Microsoft 365, remote connectivity/VPN, LAN/WAN, HP hardware, and printers is required.