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 .