Apprentice Customer Service - Service Desk

Employer
Confidential
Location
United Kingdom
Salary
Competitive
Closing date
13 Dec 2021

View more

Specialism
IT
Sector
Telecommunications
Role Type
Graduate, Other work and training
The service desk analyst provides a point of communication to the users and a point of coordination for several IT groups and processes
Objective: To restore "normal service" to the users as quickly as possible

Main Responsibilities

* To recognise the importance of good timekeeping, which ensures punctual login to the phone system and aids call management in line with service SLAs

* To manage the customer mailboxes and ensure timely logging of emails in INFRA

* To accurately log all relevant incident/service request and request for change details in accordance with service specific documented procedures.

* To allocate categorisation and prioritisation levels in accordance with customer contractual requirements

* To provide first line investigation and diagnosis where applicable

* To collect and record accurate information (use Quick Solutions where in place) to aid the second line team to progress any calls transferred to their Group

* To resolve those incidents/service requests classified as First-Line-Fix, i.e. password resets and account reactivations/deactivations etc

* To keep users informed of progress (especially post SLA breach)

* To accurately close (using closure codes), all resolved incidents, requests and other calls in a timely manner, especially at month end

* To reflect on customer feedback through customer call closure surveys

* To contribute to team meetings

* To undertake all required training for the role

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