Service Desk Analyst / Customer Care / Service Shift 4 on 4 off

Imperative People
£25000.00 pa + Bens
09 Aug 2017
14 Aug 2017
Service Desk Analyst, Customer Service, Customer Support, Customer Management This role is shift working both DAYS & NIGHTS in a shift rotation of 4 on and 4 off Leading IT Services and Solutions Company require a Service Desk Analyst / Customer Service professional to work on busy Service Desk within their Camberley site. Typical Deliverables: - Responsible for ensuring excellent customer service is provided consistently, by following up actions in a timely matter, providing regular customer updates and meeting promises made. - You will provide 1st level support and ownership for all incidents and requests (Non-technical) - Responsible for initial incident triage. - Maintaining the rapport with customers and ownership throughout the incident lifecycle. - Liaise pro-actively with suppliers and escalate where necessary to achieve customer specific SLA's. - Consistently meet Service Desk KPI set by the Service Centre Manager. - Dispatching the appropriate engineer to resolve failures taking into account the SLA's and skill sets of the engineer. Experience: - Service Desk or Call / Service Centre, Customer Care - Strong Customer Service Skills. - An interest in IT Networking or Telecomms support highly desirable. Qualifications: - ITIL Aware (Preferred) - NVQ Customer Service (Preferred) This company is a large employer and investor in people and provides ongoing training and a structured career path and fully comprehensive benefits package. For more information please send your CV ASAP