Service Desk Analyst ensuring efficient technical support delivery at Ki's agile team. Log and resolve service requests while focusing on user satisfaction and team collaboration.
About the role
- Service Desk Analyst providing first level customer support in a 24/7 environment handling incidents and service issues. Role involves 4 on 4 off Night Shifts with some opportunity for remote work post-training.
Responsibilities
- Acting as the 1st point of contract for new incidents, requests, and queries raised by Telent customers over a wide range of platforms via the telephone, email, B2B and customer portals
- Understand and proactively operate the “Escalations Procedure”
- Resolve Incidents and complete requests in line with customer SLA’s.
- Booking Field Engineers / field engineering resource as appropriate
- Meet Service Desk (KPI) Key Performance Indicators as set by the Service Centre Manager
- Responsible for ensuring that excellent customer service is provided consistently
- Be available to work to an agreed shift rota.
Requirements
- Telephone based customer service / customer assistance experience.
- Computer literate and a confident user Microsoft Tools, Microsoft Word, Outlook and Excel
- Previous or current experience of 1st Line troubleshooting / fixing of requests / faults.
- Experience of working towards targets/KPI’s.
Benefits
- 25 shifts per year holiday, plus the option to buy or sell shifts annually
- Company pension scheme
- A range of family friendly policies
- Occupational health support and wellbeing Portal
- Discounts on Cinema, Restaurants and Shopping with Telent Reward scheme.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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