Service Desk Analyst

JR United Kingdom; Cambridge; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading IT consultancy seeks a customer-focused Service Desk Analyst for their Peterborough team. The role involves maintaining communication with customers, managing incidents, and striving for first-time resolution, all within a dynamic and collaborative working environment.

Benefits

Collaborative data culture

Opportunities to work with modern cloud-based data platforms

Qualifications

• Confident and friendly telephone manner.
• Strong verbal and written communication skills.
• Ability to meet and exceed targets.

Responsibilities

• Communicate clearly and transparently with customers.
• Manage incidents and customer complaints swiftly.
• Identify improvements to enhance customer experience.

Skills

Communication skills

Proactive attitude

Multitasking

Organizational skills

Job description

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Service Desk Analyst – IT Consultancy – £14-16 per hour Inside IR35 – Fully Onsite

Overview:

I’m currently partnered with a leading IT consultancy delivering innovative data and digital solutions to a range of enterprise clients across sectors including retail, healthcare, and manufacturing. The team thrives on solving complex business challenges using modern technologies and are now looking to expand their data capability with a customer-focused Service Desk Analyst to join their dynamic team in Peterborough.

Key Responsibilities:

• Communicate clearly and transparently with customers, keeping them informed and confident in the service
• Work within established policies and procedures to ensure high standards and compliance
• Seek opportunities to enhance the customer experience by identifying improvements to existing processes
• Manage incidents involving vulnerable customers with care and sensitivity
• Record, investigate and resolve customer complaints promptly, aiming for first-time resolution
• Report any policy or process breaches swiftly and accurately
• Use various tools and platforms to maintain effective communication with customers
• Identify issues through clear and confident communication, and deliver timely, appropriate resolutions
• Use active listening and questioning techniques to fully understand the customer’s needs and manage incidents through to completion

Skills & Experience Required:

• A confident and friendly telephone manner
• Strong verbal and written communication skills
• Ability to meet and exceed targets
• A proactive attitude, comfortable working both independently and in a team
• Excellent multitasking and organisational skills

Package:

• £14-16 per hour Inside IR35
• 3 month contract (may be extended)
• Office based
• Collaborative and forward-thinking data culture
• Opportunities to work with modern cloud-based data platforms