Service Desk Analyst Customer Service Agent job in Stretford


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Job Ref: 6145

Job Type: PERM

Location: Stretford

Salary: £17,000

Date Posted: 29th August, 2017

Category: Customer Services

Job Description

Our client is looking to recruit an entry level Service Desk Analyst/Customer Service Agent.

The ideal candidate will have some experience in a customer service telephony based role who is able to act as the first point of contact for their corporate clients to handle their 1st Line Support for the business’s software, systems and devices including call logging , initial call troubleshooting, diagnosis and remote resolution where possible

This role also involves handling and processing of orders received via email and all related administration

The Service Desk is responsible for ensuring the best possible customer experience, working closely with other internal departments and external suppliers to investigate and resolve customer queries

Any experience of an IT Help Desk would be highly desirable but full training is provided

Role and Responsibilities:

  • Call Handling, Logging and Processing
  • Email handling, logging and processing
  • 1st Line Support (Trouble shooting, diagnosis and resolution)
  • Proactive order/service authorisation
  • Proactive Customer Management

Essential Skills:

  • Excellent customer facing attitude and communication skills
  • Call Centre Background
  • Basic knowledge and understanding of desktop software such as internet explorer and outlook
  • Good problem solving skills
  • Good time management skills
  • Good investigative skills
  • Good decision making skills
  • Able to work alone and as part of a team
  • Desire to develop their career in customer support role

Desirable skills

  • Good written documentation skills
  • Advanced investigative and problem solving skills
  • Knowledge of complaint handling and resolution
  • Basic knowledge and understanding of key network technologies such as TCP/IP/DNS
  • Basic knowledge and understanding of desktop and table software

37.5 Hours a week which are between 8:30am and 6pm Monday to Friday on a rota basis and also include 1 in 4 Saturdays ( 8am-4pm) but would mean a day off in the week to compensate

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