First Line Analyst

Recruiter
Intercity Technology Limited
Location
Bolton
Posted
25 Sep 2017
Closes
03 Nov 2017
Contract Type
Permanent
Hours
Full Time
The Role As part of Intercitys Secure Operations Centre (ISOC) you will be on the first line supporting our key customers across a wide range of Intercitys services. No two days will be the same as you guide customers through problem resolution. To do this, you will be utilising a variety of third party tools - so ideally you will be adept at picking up new things quickly and efficiently. You will also be the first point of customer contact, whether that be through email or telephone - so you're attitude and confidence in supporting them will be apparent. Above all, the Analyst's role is expected to provide a customer sensitive and responsive service whilst adopting a systematic, disciplined and analytical approach to handling faults and service requests. The ability to maintain customer confidence by means of a friendly presence and a helpful attitude is paramount. The ideal candidate will have demonstrable previous experience of providing first line services in a technical helpdesk or similar environment and possess strong verbal & written communication skills. The role will involve out of hours working to an agreed shift pattern and may require additional working to agreed overtime rates. Key Responsibilities + Provide first contact telephone and email reception in support of ISOC delivered services. + Follow agreed triage, incident & service request procedures in accordance with prescribed standards & service levels. + Utilise and manage Intercity's ticketing system and other third party systems in the course of fulfilling service requirements. + Be able to work without continuous supervision and be trusted to provide professional support services to Intercity's customers. + To assist in preparing internal and/or customer facing reports. + Use the internet and other sources of information as required to progress service delivery. + Liaise with clients to analyse, review, identify and develop relationships that meet/exceed customer needs. The role will involve out of hours working to an agreed shift pattern and may require additional working to agreed overtime rates. Key Responsibilities + Provide first contact telephone and email reception in support of ISOC delivered services. + Follow agreed triage, incident & service request procedures in accordance with prescribed standards & service levels. + Utilise and manage Intercity's ticketing system and other third party systems in the course of fulfilling service requirements. + Be able to work without continuous supervision and be trusted to provide professional support services to Intercity's customers. + To assist in preparing internal and/or customer facing reports. + Use the internet and other sources of information as required to progress service delivery. + Liaise with clients to analyse, review, identify and develop relationships that meet/exceed customer needs. The role will involve out of hours working to an agreed shift pattern and may require additional working to agreed overtime rates. Key Responsibilities + Provide first contact telephone and email reception in support of ISOC delivered services. + Follow agreed triage, incident & service request procedures in accordance with prescribed standards & service levels. + Utilise and manage Intercity's ticketing system and other third party systems in the course of fulfilling service requirements. + Be able to work without continuous supervision and be trusted to provide professional support services to Intercity's customers. + To assist in preparing internal and/or customer facing reports. + Use the internet and other sources of information as required to progress service delivery. + Liaise with clients to analyse, review, identify and develop relationships that meet/exceed customer needs. Most importantly,you will be able to get to and from the office even during unsociable hours, access to a car and be subject to a full DBS & Security Clearance check. What will we do for you? - Offer you a good basic salary with salary reviews every year - A shift allowance to say 'thanks!' for being able to work flexibly - Continous access to training an upskilling opportunities - A clear, defined career progression path dependent on performance and business growth If this sounds like you, apply now with an up to date CV.
This job was originally posted as www.jobsite.co.uk/job/959099924