Service Desk Analyst

JR United Kingdom; Reading; On-site; GBP 60,000 - 80,000; Part time

Job summary

A prominent IT consultancy seeks a Service Desk Analyst to enhance their customer service team. This role involves direct communication with clients, incident management, and improving existing processes within a collaborative office environment. Ideal candidates should have strong communication skills and a proactive attitude.

Benefits

Collaborative data culture

Opportunities to work with modern cloud-based data platforms

Qualifications

• Experience in customer service roles preferred.
• Ability to meet and exceed targets is essential.
• Must be comfortable working independently and within a team.

Responsibilities

• Communicate clearly and transparently with customers.
• Manage incidents involving vulnerable customers with care.
• Seek opportunities to enhance the customer experience.

Skills

Strong verbal and written communication skills

Excellent multitasking and organisational skills

Confident and friendly telephone manner

Proactive attitude

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