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Customer Service Analyst

1 month ago

Peterborough Cambridgeshire, United Kingdom Global Technology Solutions Ltd Full time €15

Location Hampton, Peterborough

Pay - £14.84 per hour, after 3 months goes up to £15.44

Contract 3 months + potential extensions

Hours 7.5 hours a day, between 07:00 and 20:30 2 weekends a month, get the days back in the week.

Required skills:

- Plenty of Customer service experience

- Previously required to complete calls/make bookings.

- Experience with Microsoft Word/Excel/PowerPoint/Outlook

- Speaking/typing in English to a professional level.

- Being a great problem solver thinking proactively in order to resolve incidents as quickly and smoothly as possible.

- Educated to GCSE Level or equivalent in Maths and English

- IT certificated desirable but not essential.

Requirements:

- Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements.

- Proactively keeping Customers informed on incident or request status and progress.

- Escalate incidents where a first time fix is not possible to either 2nd line support or the relevant resolver group.

- Adhering to Incident management procedures.

- Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.

- Keeping up to date with the current standard procedures.

- Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan.

- Escalate potential service issues initially with Shift Leader/Team Leader/Service Desk Manager /Service Delivery Manager

- Escalate potential problem issues with Problem and Incident Management.

- Contributing to team meetings.

If you think you're suitable for the role, apply now

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