1st Line Analyst: Ticketing, MS Office, Support, Helpdesk, Floorworking

1st Line Analyst: Ticketing, MS Office, Support, Helpdesk, Floorworking

Our client is seeking a First Line Support Engineer to join their team on a rota basis.

Start Date: ASAP
Duration: 55 days
Pay Rate: £99/day (PLEASE NOTE: Employer NI is paid for by the client)
Total Daily Earnings: £111/day (includes rolled up holiday)
IR35 Status: Inside
Location: Nottingham

Responsibilities:

• Call taking across multiple contracts
• Queue management
• Good time keeping (scheduled adherence)
• Contacts per day; 30 for full time. 15 for Part time.
• Average handling time; 6 Minutes.
• 100% contact to incident ratio - the only exceptions are what we call switchboard calls. (we only get a few a week on the desk so very rare)
• 90% quality scores target.
• To provide centralised advice and support to customer in line with contractual arrangements.
• Be able to deal with upset users from all levels of the business.
• Provide single point of contact for contract users.
• Develop and maintain rapport with end users.
• Able to differentiate between numerous customer applications.
• Focus on the ITXM.
• Good troubleshooting/problem solving skills.
• Sound IT knowledge-Microsoft products, Word, Excel and Outlook.
• Previous IT Service Desk experience would be an advantage but not a necessity.

Soft Skills:

• Good communication skills
• Able to use active listening skills to know what users are asking.
• Proven customer service skills in a Contact Center environment.
• Ability to take ownership of incidents and resolutions.
• Be able to handle calls and emails simultaneously.
• Flexible working approach due to working hours.

To apply for this 1st Line Analyst contract job, please click the button below and submit your latest CV.

Curo Services endeavours to respond to all applications, however this may not always be possible during periods of high volume. Thank you for your patience.

Curo Services is a trading name of Curo Resourcing Ltd and acts as an Employment Business for contract and temporary recruitment as well as an Employment Agency in relation to permanent vacancies.