Service Desk Analyst - £14.47 per hour

Creo Recruitment; Peterborough; On-site; GBP 25,000 - 35,000; Full time

Job summary

A recruitment agency seeks a Service Desk Analyst in Peterborough to enhance the team's customer service capabilities. The role requires individuals who are hardworking and enthusiastic, focusing on delivering quality service. Responsibilities include managing customer interactions, adhering to policies, and improving customer experiences. Ideal candidates possess strong communication skills, the ability to work in a team, and keen attention to detail, ensuring outstanding support for clients.

Responsibilities

• Present a professional image of the company to deliver positive customer experience.
• Be clear and transparent in all communication with customers.
• Responsible for working in adherence to all policies and procedures.
• Strive to improve the customer experience by recommending changes.
• Manage vulnerable customer incidents to provide appropriate support.
• Identify and accurately record any complaints from customers.
• Responsible for identifying and reporting breaches of operational processes.
• Use tools to initiate and maintain contact with customers.
• Effectively communicate to identify issues and provide outcomes.
• Utilise questioning techniques to manage incidents timely.

Skills

Confident telephone manner

Effective written and verbal skills

Ability to work towards targets

Ability to work in a team

Multi-tasking skills

Attention to detail

Job description

Service Desk Analyst

Location - Peterborough

Our client are looking to appoint a Service Desk Analyst, to supplement the team with hard working, enthusiastic and customer focused individuals to provide an outstanding level of service and quality.

Key Responsibilities of a Service Desk Analyst

• Present a professional image of the company to deliver positive customer experience throughout the customer journey
• Be clear and transparent in all communication with customers to ensure they understand the current situation in order to demonstrate the business principles
• Responsible for working in adherence to all policies and procedures in order to deliver compliant customer outcomes
• Constantly strive to improve the customer experience by challenging existing processes and practices and recommending change where appropriate.
• Manage vulnerable customer incident in order to ensure the most appropriate support is provided
• Identify and accurately record any complaints received from customers and achieve first time resolution
• Responsible for identifying and reporting any incidents of breaches of operational processes and policies
• Use a variety of tools and techniques to initiate and maintain contact with customers to ensure an appropriate outcome is achieved
• Effectively communicate with customers in order to identify the issue and to provide customers an appropriate outcome
• Utilise effective questioning techniques to understand the customer circumstances, to ensure an Incident is managed to exit in a timely manner

Skills needed to be a Service Desk Analyst

• A confident telephone manner
• Effective written and verbal skills
• The ability to work towards targets
• The ability to work as an individual and as part of a team
• Great multi-tasking skills
• Key attention to detail