First Line Analyst (L3)

Join a leading independent technology and services provider as a First Line Analyst L3

Job Overview: We are looking for a proactive and customer-focused Service Desk Specialist to join our team. In this role, you will be responsible for delivering high-quality technical support and customer service across multiple channels, ensuring an exceptional experience for both internal and external stakeholders. You will act as a key point of contact for incident resolution, service requests, and escalations, while also supporting continuous improvement initiatives within the team.

Rate

£17.87/Hr through UMB
£13.77/Hr through basic PAYE
£15.63/Hr through Premium PAYE

Contract: 6 months contract

Location: Raynesway - Derby DE21 7BE

Security Required: SC Clearance

Key Responsibilities

• Managing inbound/outbound customer contacts either remotely or at customer site through a variety of channels.
• Ticket creation and management to ensure customer compliance
• Performing technical activities and resolving issues at first point of contact where applicable
• Evaluate escalations and action appropriately to ensure customer demands are met.
• Proactive cooperation with other team members
• Ability to identify improvement ideas with team leaders to take further actions
• Floor walking and Real Time assistance to colleagues/Team Leader
• Collaboration and professional communication (client and internal)
• Involvement in the tasks below upon line manager's request:
• Handling queue management
• Quality checks and feedback delivery to share with the team leaders to take further actions.
• Cooperation with other teams and resolver groups or 3rd parties
• Creation of regular or ad-hoc reports
• Support the optimisation team and optimisation initiatives.
• Acting as role model to colleagues at junior level, and being able to impart knowledge and support
• Ability to use, create and review knowledge articles
• Knowledge Coaching & Feedback

Key Requirements

• Works under supervision. Uses minor discretion.
• Able to follow instructions and procedures
• Uses information systems, technology functions and applications in line with IT industry standards as appropriate for the role.
• Demonstrates customer service abilities
• Routine administrative skills
• Good interpersonal skills, basic literacy, and numeracy skills to support customers in language.
• Demonstrates awareness of health and safety at work.
• We would expect extended understanding of PC usage
• Strong communication skills with a proactive approach to solutions
• At least 18 months experience of working at a service desk/call centre
• Customer Service experience is essential at this level.
• Ability to perform ticket analysis and report on trends
• Ability to handle excel, ppt at a basic level
• Ability to work independently and meet deadlines
• Demonstrate project management skills in account-related projects
• Ability to adapt quickly to dynamic team environments to maintain consistent, effective contribution.
• Open to work in a 24/7 work environment

Additional InformationInterview Process: Once profile shortlisted, an interview will be conducted
How to Apply: If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

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