IT Support Specialist

4 weeks ago


Nottingham, Nottingham, United Kingdom JR Recruitment Full time
Service Desk Analyst Role

We are seeking a skilled Service Desk Analyst to join our Customer Services department. As a Service Desk Analyst, you will be responsible for monitoring and progressing all orders that come into Customer Services through various channels, including internal and external systems, email, and telephone.

Key Responsibilities:
  • 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 successful resolution

This is a hybrid role with 3 days a week spent in the office and the remaining days working remotely. The shift pattern is across 8.30 am and 6 pm, Monday to Friday.

We are looking for a motivated and organized individual with excellent communication skills to join our team. If you are a strong team player with a passion for delivering excellent customer service, we would love to hear from you.


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