Service Desk Analyst

IntecSelect • APPLICATION • Cambridgeshire, Peterborough, United Kingdom • £15 - £17 / * • 12h ago

Service Desk Analyst - IT Consultancy - £15-17 per hour Inside IR35 - Fully Onsite

Overview:
I'm currently partnered with a leading IT consultancy delivering innovative data and digital solutions to a range of enterprise clients across sectors including retail, healthcare, and manufacturing. The team thrives on solving complex business challenges using modern technologies and are now looking to expand their data capability with a customer-focused Service Desk Analyst to join their dynamic team in Peterborough.

To be considered for this role, you do NOT need a technical background. Strong customer/call handling experience is required.

Key Responsibilities:

Communicate clearly and transparently with customers, keeping them informed and confident in the service
Work within established policies and procedures to ensure high standards and compliance
Seek opportunities to enhance the customer experience by identifying improvements to existing processes
Manage incidents involving vulnerable customers with care and sensitivity
Record, investigate and resolve customer complaints promptly, aiming for first-time resolution
Report any policy or process breaches swiftly and accurately
Use various tools and platforms to maintain effective communication with customers
Identify issues through clear and confident communication, and deliver timely, appropriate resolutions
Use active listening and questioning techniques to fully understand the customer's needs and manage incidents through to completion

Skills & Experience Required:

A confident and friendly telephone manner
Strong verbal and written communication skills
Ability to meet and exceed targets
A proactive attitude, comfortable working both independently and in a team
Excellent multitasking and organisational skills
Sharp attention to detail

Package:

£15-17 per hour Inside IR35
3 month contract (may be extended)
Office based
Collaborative and forward-thinking data culture
Opportunities to work with modern cloud-based data platforms

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