Apprentice Customer Service - Service Desk

United Kingdom
Closing date
13 Dec 2021

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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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