OOH Service Desk Analyst

£18k pa + 17.5% shift allowance
04 Oct 2017
02 Nov 2017
Contract Type
Full Time
Out of Hours (OOH) Service Desk Analyst - Ruddington About the role You will be part of our out of hours service desk team in Ruddington, working on a 4 days on, 4 days off and 4 nights on, 4 nights off shift pattern consisting of 12 hours shift (7am to 7pm for the day shifts and 7pm to 7am for the night shifts). A 17.5% shift allowance is added to the base salary. Main purpose of the role is to: - Provide a first, and single, point of contact into Capita Services Desks for all supported businesses - Ensuring incoming incidents are logged accurately and that sufficient information is recorded in the relevant incident logging software, and following and adhering to stringent processes. - Helping build a greater First Time Fix (FTF) capability within the Service Desk - Provide out of hours support About Capita We are Capita, the UK's leading provider of business process management and integrated professional support service solutions. Through bespoke, quality solutions, we've helped countless organisations unlock value and maximise their potential. With access to our range of unique and diverse opportunities, offering real career advancement and progression, we can unlock your potential too What you will do: - Respond to incoming requests, via a variety of media, against thresholds in line with the contracted service levels; - Information at call receipt using agreed scripts and knowledge management information. Ensure verification of customer details and availability for call back; - Logging of all incidents in the appropriate call logging software, ensuring all relevant information is obtained, correct categorisation, contract, SLA is chosen and advise caller of unique call reference number; - Provide problem diagnosis, using appropriate support tools and resolution for desktop problems. Assign calls to correct third party queues where appropriate; - Maintain customer service standards by answering all calls promptly, remaining courteous and professional at all times. - Proactively manage Customers expectations through either resolution of or updating on progress of their outstanding incidents/requests; - Escalate any issues but try and ensure they are dealt with before problems occur; - Track and monitor calls that are with third parties, to liaise with third parties for a resolution and escalate when resolution is not moving forward within the appropriate timescales; - Resolve and close cases to customer satisfaction or escalate to the appropriate ITS Management where further direction is required; - To contribute to overall achievements of required Service Level by maintaining agreed personal targets. Assist in ensuring SLA's and KPI's are met - Ensure processes are documented and updated as necessary; - Ability to build relationships with resolving teams and service management teams - Co-ordination and management of multi stranded work streams Your experience will include: - Any previous experience of working in a Service Desk, Call Centre, Helpdesk or support environment - Understanding of MS Active Directory User Administration - MS Office skills: Microsoft word, excel and PowerPoint. - Experience of logging calls and complaint handling - Call answering and call management skills - Ideally understanding of Desktop Operating Systems and/or MS Office Products - Ideally good knowledge of support tools used by IT Service Desk Support teams - Ideally working knowledge/experience of Remedy and/or Landesk - Strong interpersonal and communication skills, particularly customer facing skills including listening skills. - Problem solving and analytical skills - Ability to diffuse potentially confrontational situations and to remain calm and reasonable when dealing with difficult calls - Self-starter - Ability to work effectively as a member of a team as well as their own and uses own initiative - Ability to follow procedures - Strive for excellence - premium customer service provider - Flexible to new technologies. - Good organisational skills - Ability to work under pressure - Smart and presentable - Ability and willing to undergo SC security vetting if successful. What's in it for you? At Capita, training and development aren't optional extras: they're how we do our job. We will motivate you to perform at your peak, recognising your achievements and rewarding them appropriately. As well as a basic salary we also give you holiday, company pension scheme and access to voluntary benefit options including; child care vouchers, share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle. All of this, in a professional but fun environment. What we hope you will do next Help us find out more about you by completing our short application process - click apply now. Follow Capita on twitter @capitacareers Follow Capita on facebook @careersatcapita Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation. Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us. If you are successful with your application, you will need complete Capita's vetting and screening checks. This will include, but not be limited to, Reference Checks, a Criminality Check, Financial Probity Check, Sanctions Check and Media Check.
This job was originally posted as www.jobsite.co.uk/job/959253909