Service Desk Analyst

2 weeks ago

Chester, United Kingdom The Adecco Group Full time

Job title : Service Desk Analyst

Location: Chester

Duration: 12 months

My high-profile banking client are recruiting for a Service Desk Analyst. The role is a Hybrid role which will require the candidate to work on site 4 days a week and 1 day from home. The role will be a 12-month contract position.

Description:

Providing first line support for the internal employees’ resources via voice and chat channels as part of the 24*7 Global Service Desk. Partnering with our regional and international partners to deliver best in class client care.

The successful candidate should have excellent customer care skills with a desire to expand their skills and knowledge within IT. This is an onsite position currently working 4 days in office with 1 day working from home if meeting individual service levels and metrics with no performance issues once training is complete. Working in a fast-paced environment you will be required to effectively manages multiple live chats simultaneously with our internal customers whilst achieving our core metrics for operations and quality.

Role Responsibility

Role involves basic troubleshooting of Microsoft applications and proprietary systems via phone/chat.

Chat channels provide technology support for up to 2 clients simultaneously.

Client Care is our top priority.

The successful candidate will have attention to detail and be able to document tickets clearly for the 2nd line teams to fix – for when First Line resolution cannot be attained.

Excellent communications and written skills are a necessity.

In-house technical training will be provided, backed up with real-time support from peers and subject matter experts.

Excellent Client Care / Customer Service skills.

Work well as a team and build relationships with global partners.

Excellent organizational skills, with the ability to prioritize workload.

Ability to multitask and maintain focus on all areas of responsibility concurrently.

Ability to consistently meet or exceed performance targets and goals correlated with customer service and call/chat handling.

Able to work in a fast-paced environment.

Technology Call Centre and/or Customer Service experience.

Ability to utilize multiple resources to determine causes and resolutions of problems and incidents.

Hardware Support – Windows 10/11.

Software Support – MS Office suite, Office 365, SharePoint, Skype.

Network Support – Citrix, VPN, Cisco AnyConnect.

ITSM Remedy – Not essential, but beneficial.

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone’s chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them.

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