As a Service Desk Analyst you will be the first point of contact between the service provider and the user.

Typically this will involve taking phone calls, handling emails and web enquires, whilst providing a first class customer service to our clients customers.

You will be part of an excellent team working in a high paced but rewarding environment so its important that you have experience of and enjoy working in close and friendly team.

If you have the following work experience would be an asset to this role; service desk, customer service, customer advisor, receptionist, IT services, call centre, telesales.

Responsibilities:

* Providing 1st class customer service via incoming phone calls, e-mails and through our customer facing portal.
* Managing customer expectation with the use of active listening and telephony skills.
* Be mindfully aware of the volume of work on offer
* Analysing Customer enquiries to determine correct prioritisation and classification.
* Taking ownership of customer enquiries and attempting to resolve new cases at first contact.
* Using remote support tools to attempt to resolve queries at first contact.
* Routing newly created cases to the specific 2nd Line teams where required.
* Educating customers on bespoke software used exclusively in the Education industry and minor Microsoft related issues.
* Assisting 2nd Line teams with their workload where required

• Have an eagerness to learn and develop new skills

• Great communicators in spoken and written English at all levels with an excellent telephone manner

• Computer literate and a confident user of Microsoft based programs

• Ability to work well under pressure and demonstrate a solid logical approach to problem solving

• Capable of asking clear and concise questions in order to ascertain the exact details of a customer query

• Conscientious and self-motivated

• Telephony experience in a Service Desk or Contact Centre environment

• Previous use of a Customer Relationship Management Software eg. Service Now would be ideal

• Previous work within a School and/or Educational Body would be ideal

• Experience of working in an ITIL compliant environment would be ideal