Job Title

Service Desk Analyst (Customer Service agent) Location - PeterboroughOur client are looking to appoint a Service Desk Analyst, to supplement the team with hard working, enthusiastic and customer focused individuals to provide an outstanding level of service and quality.Key Responsibilities of a Service Desk AnalystPresent a professional image of the company to deliver positive customer experience throughout the customer journeyBe clear and transparent in all communication with customers to ensure they understand the current situation in order to demonstrate the business principlesResponsible for working in adherence to all policies and procedures in order to deliver compliant customer outcomesConstantly strive to improve the customer experience by challenging existing processes and practices and recommending change where appropriate.Manage vulnerable customer incident in order to ensure the most appropriate support is providedIdentify and accurately record any complaints received from customers and achieve first time resolutionResponsible for identifying and reporting any incidents of breaches of operational processes and policiesUse a variety of tools and techniques to initiate and maintain contact with customers to ensure an appropriate outcome is achievedEffectively communicate with customers in order to identify the issue and to provide customers an appropriate outcomeUtilise effective questioning techniques to understand the customer circumstances, to ensure an Incident is managed to exit in a timely mannerSkills needed to be a Service Desk AnalystA confident telephone mannerEffective written and verbal skillsThe ability to work towards targetsThe ability to work as an individual and as part of a teamGreat multi-tasking skillsKey attention to detail