Service Desk Analyst

Join our team at JR Recruitment and take on a challenging role as a Service Desk Analyst. As a key member of our Customer Services department, you will be responsible for providing exceptional customer support and ensuring that our clients receive the highest level of service.

• Manage the end-to-end customer support experience within agreed SLAs and KPIs
• Follow standard documented processes and procedures as required
• Record all customer interaction within company systems
• Use the relevant IT tools as provided and required
• Take ownership of operational customer issues through to full resolution within agreed customer service level agreements and KPIs
• Adhere to agreed levels within the escalation process, seeing through to satisfactory completion as required
• Demonstrate a strong and clear understanding of contractual obligations for each customer
• Build strong working relationships with contractual customers and internal/external stakeholders
• Complete essential administrative tasks associated with the role within the agreed timescales

• Proven knowledge and understanding of relevant industry standards and KPI's aligned with delivery first class customer experience support
• Experience within the IT industry desirable, but not essential
• Proven and demonstrable customer services experiences in a business to business or commercial setting
• Excellent interpersonal and communication skills (written and verbal)
• Experience of working within an ERP structure desirable, but not essential
• SC clearance desirable, but will be a mandatory requirement of the role