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Service Desk Analyst

Location: North East

Salary: £10 PH

Job Type: Temporary

Job ID: 168836

NRG are delighted to be working closely with a well-established client who are looking for a technically minded Service Desk Analyst to come into the business during a period of exponential growth. This fantastic opportunity that will require someone with the ability to deliver exceptional customer service; through excellent written, oral, and organisational skills so as to act as a first point of contact for customers experiencing issues with their IT services. Working alongside IT professionals, this role will allow you the freedom to explore and develop your technical skills by supporting some challenging and interesting products and technologies and therein the opportunity for strong career progression. 

 

 

Duties will include but are not limited to:

 

  • Dealing with customers who contact us via telephone, email, and customer portal.

  • Gathering information on customer incidents/requests and accurately record these in the Service Management tool.

  • Using Knowledge based articles to apply first time fixes.

  • Accurate recording of time in our Service Management software and submission of timesheets.

  • Managing own workload alongside time delegation.

  • Showing awareness of how clients’ businesses are impacted by their IT issues and prioritise work accordingly.

 

 

 

 

Required Skills:

 

  • Excellent communication and listening skills.

  • Confident telephone manner.

  • Experience within an IT role supporting end users.

  • Note taking skills.

  • Previous experience with IT hardware/software.

  • Good command of English language/ written skills.

  • Enthusiasm for a career in IT.

  • Solid customer service experience including the ability to show empathy and understanding to all customers.

  • Adaptive and a positive attitude to challenges and change.

  • Deal positively with ambiguity and complexity, working through challenges positively to reach an appropriate solution.

 

 

Desirable Skills:

 

  • Excellent attention to detail.

  • Experience being the first point of contact for customers over the phone.

  • Confidence to work in a fast-paced environment.