2nd Line Support Analyst - Nottingham - GBP16.35 per...

We are recruiting for a 2nd Line Analyst to be based in Nottingham on contract. Please see the below shift patterns.

• 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.
• Flexible working approach due to working hours.
• 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.

• 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.
• 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.

• Microsoft Office
• Genesys
• ITSM
• CyberArk
• Azure MFA

7am-7pm shift Rota:

07:00 - 15:30

07:30 - 16:00

08:00 - 16:30

08:30 - 17:00

09:00 - 17:30

10:30 - 19:00