Service Request Analyst

4 weeks ago

Kings Hill, United Kingdom Commercial Services HR Full time

Commercial Services Group is recruiting for a Service Request Analyst on behalf of Cantium Business Solutions, which is part of Commercial Services Group.

**Salary**:£19,582 - £22,500 per annum
**Brand**: Cantium Business Solutions**
Location**: Kings Hill

**The Role
**We are looking for an enthusiastic individual to aid us with the processing and coordination of appropriate and timely responses to requests and incidents, including channelling requests for help to appropriate functions for resolution, monitoringresolution activity, and keeping clients informed of progress towards service provision and restoration

**Key Duties**
- Receives and handles requests for support following agreed procedures. Responds to common requests for support by providing information to enable resolution and promptly allocates unresolved calls as appropriate. Maintains records and advises relevant personsof actions taken.
- Following agreed procedures, receives and handles requests for information, and provides routine advice to users on systems, products and services which are available to them.
- Provides an effective line between users and service providers, including documenting incidents, progress checking, and ensuring all diagnostic information is provided for error resolution and incident analysis.
- Following BSC policies and guidelines for spending the council’s money, processes orders and requests for new products and services received.

**What we need from you**
- Aware of customer service techniques for ensuring that full account is taken of customers’ real and stated needs in the delivery of IT services
- Aware of the use of automated systems to the support of specific business functions or processes.
- Educated to Level 2 qualification or equivalent to include English and Maths
- Experience of working in an IT Service Operation environment (desirable)

**What Cantium can offer you**
- Minimum of 33 days holiday (inc. bank holidays)
- Generous contributory pension scheme.
- People focused culture with great communication and development opportunities.
- A wide range of workplace wellbeing services.
- Electric Car Scheme.
- Employee shopping discount scheme.

Cantium Business Solutions is a back-office services provider established by Kent County Council. They partner with local government, education and private sectors to understand their business needs and challenges and provide tailored solutions. Their focuson insight and collaboration ensures that they remain connected to these organisations to enhance their key business priorities such as such as IT strategy and architecture, project management and fully managed IT services.

We recognise that work isn't just somewhere you go for a set number of hours. Work is something we do. “Cantium Working” is our vision of the behaviours and attitudes inherent in ‘agile’ working. As a business we are committed to providing a flexible approachto when, where and how our staff work. Cantium working enables you to work in the way which best balances personal and work life - helping you achieve a great work life balance.

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