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Service Desk Analyst

4 months ago

Edinburgh, United Kingdom Adecco Full time

Our client based in Edinburgh is one of the largest Financial Services organisations in the UK and they have a fantastic opportunity within their Service Desk for an ambitious Customer Service professional with a keen desire to get into a 1st Line ServiceDesk Analyst position where training and support is provided, this is a great first step on the ladder for one of the biggest financial services organisations in the UK.

You will be working from their offices in Edinburgh twice per week with the rest from home covering a rotating shift pattern Monday to Friday between the hours of 6am - 9pm and Saturday 8am - 2pm (Saturday approx. once every 5 weeks)

**You will be a nemployee of Ajilon (Part of the Adecco Group) on a n initial 6 month assignment with scope forlong termopportunitieswhile being rewarded with an annual salary, paid leave and a host of other benefits**

**Location**: Edinburgh - EH3 postcode

**Interviews & Start Date**: ASAP but will wait for anyone with a 4 week notice.

**EXPERIENCE REQUIRED**
- Some prior experience working within a fast paced telephony/customer service role is essential
- Will have a keen desire to break into **or** further develop skills expected of a 1st line Technical Support Analyst
- Any Remedy/Active Directory/Jira/Service Now or other ticketing tools experience would be a bonus
- Excellent telephone manner is essential, as is the focus for delivering quality customer service
- Highly organised with a strong and fun personality and a true team player is important
- Prior experience working within a fast paced working environment is preferred
- Prior experience working towards SLA's & KPI's

**THE ROLE**:
The role of a Service Desk Analyst will man joining a fun current team who manage inbound calls from internal teams and management relating to a variety of issues, anything from a password reset to more complex issues which then need to be escalated to thenext line of support. These calls are received across our business units and will need you to resolve and escalate first line technical issues whilst delivering a first class customer service experience.

**Duties may include**:

- Answering calls in a timely manner and providing consistently excellent customer services
- Performing initial triage on all issues and aiming to resolve issues on the initial call
- Logging detailed and accurate information into the call management system
- Providing clear and professional verbal and written communication at all times
- Efficiently handling incoming technical support incidents, requests and changes where possible
- Escalating tickets as necessary

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.