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  • Job Type: Permanent
    Categories: IT Jobs
    Location: Birmingham
    Job ID: 114149
    Company: SCC

    We now have an exciting career opportunity for a talented 1st Line Service Desk Analyst to act as a single point of contact between the client customer base and SCC ; handling all IT related enquiries and providing first class 1st Line Support .

    Main Duties of the job :

    * To record all incidents/changes/service requests within the SCC service desk tool .

    * Deliver a first time fix target of 70% within a 5 minute allocation per phone call .

    * Answer 45 inbound phone calls per day.

    * Make outbound phone calls to customers keeping them informed as required

    * Review and update known errors database

    * Incident/Changes/Service Request assignment to appropriate service department .

    * Build internal/external relationships through effective methods of communication.

    * Communicating technical issues to a non technical audience Improvements.

    * Assess, prioritise and manage workload ensuring contractual obligations are achieved.

    – Contributing to delivering team performance.

    Skills ,Knowledge and Experience :

    * Previous experience of working in a Service Desk environment.

    * Ability to support Microsoft Operating Systems – ideally XP desktop hardware /software .

    * Ability to work as part of a team and on own initiative when required .

    * To display excellent customer focus and commitment .

    * Ability to work in a fast paced and demanding customer centric environment .