First Line Analyst (L2)

Join a leading independent technology and services provider as a First Line Analyst.

Job Overview:
We are looking for candidates who can provide frontline customer service support by handling calls and emails, logging IT Incidents, and aiming for first-contact resolution. You'll manage queues, support switchboard overflow, and contribute to knowledge base updates.

Location: Phoenix House Colliers Way, Pheonx Business Park - Nottingham
Daily Rate: A per Hour rate, in-scope IR35, of £12.60/hr PAYE) OR £16.35/hr (via Hays Approved umbrella company)
Contract Duration: 6 months
Working Hours: 7am until 7pm on a 7.5-hour rolling shift

Main Responsibilities

• Taking incoming calls and emails via Genesys to log incidents into ITSM, capturing all the minimum data set required to progress the incident.
• We will try our best endeavours to resolve the issue at the first point of contact for the caller where is feasibly possible.
• Following knowledge processes for onwards assignment.
• Updating existing knowledge where processes have changed and creating new knowledge articles to close the knowledge gaps.
• Queue Management
• Taking Switchboard overflow calls when they are busy.

The Ideal Candidate

• Excellent customer service skills, focusing on the customer rather than the technical and being able to control a call.
• Excellent telephone manner and written capability with comprehension. Ideally proven track record in a contact centre environment but not essential.
• Candidate must be able to pass BPSS clearance.
• Ability to handle conflict
• Ability to be flexible and adaptable to change, even it is a total surprise.
• Focus on the customer experience.
• Team Player with the ability to focus on the team progression and not just your own.
• Reliable with good timekeeping.
• Confidence to speak up and question the Status Quo in a healthy manner.
• Pattern recognition to spot trends.
• Ability to learn new software.

How to Apply: If you're interested in thisrole, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

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