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Service Delivery Analyst
2 months ago
We are seeking a highly skilled Service Delivery Analyst to join our team at Adecco. As a Service Delivery Analyst, you will be responsible for providing first-line technical guidance and support to our clients in the use of Information Technology and related products and services.
Key Responsibilities:- Provide a single point of contact for all users of IT services, handling incidents, problems, queries, and requests via our telephone channel, self-service portal, and email channel.
- Offer effective first-line fault resolution via recovery, technical accuracy, consistency, and compliance with best practice laid down in the Information Technology library and within the timescales specified in existing Service Level Agreements.
- Deliver a quality standard of customer care that improves customer perception and satisfaction.
- Liaise with other IT practitioners and specialist functions.
- Perform incident and problem management functions in accordance with the associated processes.
- Manage customer expectations effectively.
- Set the organizational standard for customer engagement.
- Act as a communication channel between customers and the IT organization.
- Provide a first contact/first line resolution for customers wherever possible to support the shift left approach.
- Good telephone manner
- Previous IT Service Desk experience
- Good interpersonal and communication skills
- An understanding of IT/Communications & Telephony equipment
- Good administration and customer care skills
- Good questioning and fault diagnosis skills
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.
By applying for this role, your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser https://candidate-privacy
