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Location: Newcastle upon Tyne Tyne and Wear Newcastle upon Tyne NE12 8BX
Salary: £20000 - £25000
Sector: Management  
Type: Permanent
Posted: 01/30/2020
Service Desk Analyst Ronald James Group 2020-04-30

Job Role

  • Providing a world class ITIL front line support service
  • Participating in localized tasks involving support stand ups, attending CAB, managing client support calls, attend support review meetings, liaising between client and support teams and more.
  • Working to within SLA's and helping to deliver an excellent quality, and seamless support experience
  • Managing service desk ticket queues, responding quickly and effectively, working on an impact and urgency model, ensure all communication and progression is excellent through to resolution
  • Proactively managing all client relationships, ensuring that communication lines are clear and open, and business relationships are developed and maintained.
  • Provide frontline support to all external and internal clients and apply management of incidents and queues, apply prioritization in line with impact and urgency
  • Work with the external / internal escalation support teams to report and manage incidents, requests and problems in a timely manner

Who You'll Be

Our creativity, agility and technical expertise combine to deliver digital interactions that work for everyone. We design and build the interaction layer between users and technology. You have experience in the role and can deliver work of a consistently good standard. You can work confidently without much supervision. You can take the lead on projects where needed and also help to set the Service Desk and support service delivery standard.

Responsibilities

  • Proactive customer engagement and operation of the support service.
  • Creating monthly customer service reports and frequent support updates
  • Attend client weekly operational service calls.
  • Participate in document and knowledge creation and sharing - helping to develop the knowledge base
  • Proactively identify process gaps and be comfortable making suggestions for improvement in service and openly participate in team discussions.
  • Demonstrate excellent verbal and written communication skills. This includes the ability to explain technical terminology to both technical and non-technical end users.
  • Work efficiently with smart management of workload and mindful of SLA targets
  • Deliver service support within a demanding front line customer facing role
  • Have strong analytical skills and demonstrated problem solving ability.
  • Work with escalation support teams to help develop solutions and to automate manual processes and tasks.

Behavior we expect

  • Proven and well-developed customer service support, delivery and service excellence experience
  • Manage collaboration with other team members and employees of other skill-sets (Developers, Business Analysts, CustomerExperience specialists, Content specialists, Visual Designers and QA)
  • Know when to ask for help and are not afraid to ask, supervise and help other SD Analysts on the team.
  • Offer help to others outside of the SD Team

Qualifications

  1. Essential:

    Proven and well-developed customer service support, delivery and service excellence experience

  2. Desirable:
    A degree in an IT based subject or up to 5 years' experience in a similar role.
    Proven and well-developed customer service support, delivery and service excellence experience

Benefits

  • Generous holiday allowance
  • Pension scheme
  • Great starting salary
  • Opportunity for progression
  • Flexible Time
  • Home Working

Could this be the role for you?

If you’d like to have an informal chat about your potential in this role, book in a call with one of our friendly talent advocates on 0191 620 0123 who can provide details, advise and guide you with your job search.

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