Description
Proteus Europe acting as an employment agency are currently seeking a Customer Support Analyst to work with a large IT application engineering and systems delivery company on a permanent basis in Stockport.Primary Purpose:
The role of Customer Service Analyst combines a clear commitment to customer satisfaction with a desire to progress technical skills. The Customer Service Analyst is responsible for the day-to-day Support of customers. The role will include ticket logging, first line support and acting upon monitoring generated alerts. Support will be provided through email, tickets generated by the online portal and telephone direct to the customers. The role will also be responsible for managing escalations to other parts of the company, to ensure the prompt and satisfactory resolution of customer support cases. This role is service desk based. The hours are a variable shift pattern covering 24x7 shift rota this also includes Bank Holiday coverage.
Our client offer an exceptional, comprehensive benefits package including profit share, health care, life insurance and pension.
Objectives
- To ensure incidents and service requests are managed effectively to SLA.
- To ensure consistent performance to internal KPIs targets or to exceed performance.
- To provide a first-class 1st line support service.
Duties and Responsibilities
- Provide Support for customers via telephone, email and online tickets.
- Support, maintain, and improve customer services
- Provide accurate and timely diagnosis and rectification of customer faults.
- Resolve or escalate problems and service requests according to established procedures
- Work proactively to ensure prompt resolution of support cases and the highest possible levels of customer satisfaction
- Following training, demonstrate clear skills with DAI Software.
- Raise, update, and close calls on service desk call management system
- Escalate call to other 2nd 3rd Line support/external maintenance companies
- Accept responsibility for ownership of customer incidents or service requests logged.
- Responsible for tracking and progress-chasing of incidents to conclusion and in line with SLAs and quality standards.
Required attributes
- Experience of working in a service desk environment (preferably at least one years experience)
- ITIL Service Delivery qualification (preferable but not essential)
- General IT skills
- Linux/Unix skills (preferable but not essential)
- Self-sufficiency and pro-activeness
- Excellent communication skills and telephone manner
- Ability to follow procedures and mindful of attention to detail
- Able to make progress with minimal supervision
- Ability to work consistently in a dynamic and sometimes high pressure environment
- Organization and planning
- Ability to work at both detailed and abstract levels
- Ability to analyse and solve problems creatively
- Persuasiveness
- Adaptability
- Innovation
- Judgement
- Decision-making
- Stress tolerance
If your experience matches please forward your CV immediately.
We thank all applicants who respond, but only those short listed will be contacted.