Title: Service Desk Analyst
Location: Kettering
Hourly rate: £15 via Umbrella Company
Contract length: 3 months initially
Hours: Monday-Friday 8am-4:30pm
Start: ASAP
Job duties:
• Drive and maintain outstanding levels of customer service and satisfaction
• Ensure all incoming calls, e-mails and portal based requests are correctly logged and recorded in the Service Desk Call Logging system.
• Appropriately allocate incident and requests to other teams ensuring clear and unambiguous comments and updates are provided in the Incident/Request
• Manage Incidents and Service Requests assigned to you, ensuring SLA and KPI compliance
• Employ calm, courteous and customer service focused manner for incoming and outgoing phone calls
• Ensure compliance with phone call management SLAs and KPIs
• Ensure excellent verbal and written communications are applied at all times
• Manage standard requests, such as requests for new starters or equipment, ensuring IT Service Desk standards and process are accurately applied
• Manage standard requests
• Ensure appropriate and up-to-date documentation is maintained at all times
• Ensure appropriate escalation to Team Leader where necessary