First Line Analyst
| Posting date: | 15 May 2024 |
|---|---|
| Salary: | £11.86 to £15.0 per hour |
| Additional salary information: | £11.86-15/Hr |
| Hours: | Full time |
| Closing date: | 14 June 2024 |
| Location: | Nottingham, Nottinghamshire, NG8 6AT |
| Remote working: | Hybrid - work remotely up to 3 days per week |
| Company: | Hays Specialist Recruitment |
| Job type: | Contract |
| Job reference: | 4561593_1715781896 |
Summary
First Line Analyst
Rate£15.22/HrLocationPheonix House Colliers Way, Pheonx Business park - Nottingham NG8 6AT
Contract 3 Months
Job Description:FG FLA 27am-7pm shift Rota:07:00 - 15:3007:30 - 16:0008:00 - 16:3008:30 - 17:0009:00 - 17:3010:30 - 19:00
Day to day duties and expectations
- Call taking across multiple contracts.
- Queue management
- Good time keeping (scheduled adherence)
- Contacts per day; 30 for full time. 15 for Part time.
- Average handling time; 8 Minutes
- 100% contact to incident ratio - the only exceptions are what we call switchboard calls. (we only get a few a week on the desk, so very rare)
- 90% quality scores target
- To deliver outstanding service by understanding users' IT and business needs
- To provide centralised advice and support to customers in line with contractual arrangements.
- Flexible working approach due to working hours.
- Be able to deal with upset users from all levels of the business.
- Provide a single point of contact for contract users.
- Develop and maintain rapport with end users
- Able to differentiate between numerous customer applications.
Skills/experience are required in detail.
- Good communication skills
- Able to use active listening skills to know what users are asking.
- Proven customer service skills
- Positive, enthusiastic, and supportive
- Ability to work under pressure.
- Effective keyboard skills
- Ability to take ownership of incidents and resolutions.
- Be able to talk and type.
- Good troubleshooting/ problem-solving skills.
- Basic IT knowledge-Microsoft products, Word, Excel, and Outlook.
Next StageConversation with a recruiter to assess suitability.
Start DateASAP
Interested in applying? Just reply with an up-to-date copy of your CV to get the ball rolling. Or if it is not quite right for you, but you have someone in mind for the role - please let me know.
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