Service Desk Analyst

Intec Select Ltd; Peterborough; On-site; GBP 60,000 - 80,000; Part time

Job summary

A leading IT consultancy is seeking a customer-focused Service Desk Analyst to join their dynamic team in Peterborough. This role involves communicating effectively with customers, managing incidents, and seeking ways to enhance customer experience. The ideal candidate will have a friendly telephone manner and strong communication skills. This position offers a competitive rate of £17.00 per hour and is office-based, with the potential for contract extension.

Benefits

Collaborative and forward-thinking data culture

Opportunities to work with modern cloud-based data platforms

Responsibilities

• Communicate clearly and transparently with customers.
• Work within established policies and procedures.
• Seek opportunities to enhance customer experience.
• Manage incidents involving vulnerable customers.
• Record, investigate and resolve customer complaints.
• Report any policy or process breaches swiftly.
• Use various tools to maintain effective communication.
• Identify issues and deliver timely resolutions.
• Use active listening and questioning techniques.

Skills

Confident and friendly telephone manner

Strong verbal and written communication skills

Ability to meet and exceed targets

Proactive attitude

Excellent multitasking and organisational skills

Sharp attention to detail

Interest in learning opportunities including ITIL

Job description

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. Tech background is not required.

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
• Sharp attention to detail
• Interest in learning opportunities including ITIL

Package

• £17.00 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