IT Service Centre Analyst (6 Months Contract/Temp.)

Motability Operations Limited; Bristol; On-site; GBP 22,000 - 30,000; Full time

Job summary

A leading company in the automotive sector is seeking an IT Service Centre Support representative to provide essential 1st and 2nd line support. The role involves diagnosing hardware issues and ensuring customer satisfaction through effective communication and problem-solving. Candidates should have experience in IT environments and a strong customer service focus, with opportunities for continuous development.

Qualifications

• Experience in an IT Service Centre environment.
• Strong customer service and problem-solving skills.
• Ability to work independently and in a team.

Responsibilities

• Provide 1st line phone support and 2nd line hardware support.
• Manage customer expectations and provide regular updates.
• Coordinate with internal departments to resolve issues.

Skills

Customer Service

Problem Solving

Communication

Proactive Attitude

Teamwork

Tools

Microsoft Windows 10/11

Microsoft Active Directory

Intune

Microsoft Exchange

Microsoft 365

VPN Support

LAN/WAN Technologies

iOS Support

Job description

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 logged with the IT Service Centre. This is a phone-based role involving hardware fault diagnostics for laptops, desktops, mobile phones, and other company IT hardware.

Responsibilities:

1. Respond professionally, friendly, supportive, helpful, and timely to all internal customers contacting the IT Service Centre via telephone or in person.
2. Take ownership of issues, manage customer expectations, and provide regular updates on progress.
3. Coordinate with internal Technology departments to resolve issues within agreed timelines.
4. Represent the IT Service Centre positively across the organization.
5. Use sound judgment to maximize customer satisfaction.
6. Strive to improve personal performance to meet team and departmental SLAs and KPIs.
7. Engage in continuous self-development and learning.
8. Suggest improvements for the IT Service Centre’s effectiveness.
9. Manage issues independently with minimal supervision.

About You

You should have the following skills/experience:

• Aligned with the values of friendliness, flexibility, and facilitation when working with customers and colleagues.
• Effective questioning skills to understand needs and facts.
• Professional and friendly communication skills.
• Enthusiastic, proactive, and professional attitude.
• Ability to work well independently and in a team.
• Ability to balance customer needs with business priorities.
• Ownership mentality and continuous improvement focus.
• Experience managing initiatives or projects to completion.
• Proactive investigation and ownership of cases to resolution.

Minimum Criteria

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

Systems/Technologies Support Experience:

• Microsoft Windows 10/11 in enterprise environments.
• Microsoft Active Directory administration.
• Intune endpoint management.
• Microsoft Exchange administration.
• Microsoft 365 applications support.
• Remote connectivity/VPN support.
• LAN/WAN technologies support.
• Laptop/Desktop and Printer/MFD support.
• iOS Apple device support.