Service Desk Analysts Job, Portsmouth

Our client, a nationwide lead in their industry, are looking for a number of Customer Service Analysts to join their busy Service Desk based in Portsmouth.

Service Desk Analyst – 3 month rolling contract – £13 P/H – Portsmouth

Our client, a nationwide lead in their industry, are looking for a number of Customer Service Analysts to join their busy Service Desk based in Portsmouth. As the Service Desk Analyst you will have fantastic customer service skills and thrive under pressure.

Core Role:

  • To answer calls received to the Service Desk, logging all calls received as issues or requests to agreed standards (ServiceNow)
  • To utilise problem analysis techniques to diagnose and rectify technical problems and queries following first line fix criteria, and where possible resolve at first call
  • Escalate as appropriate to ensure a prompt restoration of service arranging for the relevant 2nd and 3rd line specialists to address and resolve incidents
  • To respond to customer chases or escalations on calls professionally, and follow agreed process to further the calls progress and manage the customers expectation
  • To log and escalate calls with third parties where required, ensuring communication back to the customer

Core Skills and Experience:

  • Ability to utilise active listening, analysing and understanding the needs of the customer
  • ITIL awareness advantageous
  • Ability to progress escalations
  • An understanding of technology
  • Previous 1st Line experience advantageous
  • ServiceNow experience advantageous
  • Demonstrable experience in core customer service roles
  • Excellent telephone manner
  • The ability to work under pressure and to deadlines

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  • Portsmouth (Hampshire, England)
    Job Location
  • Up to £13 per hour
    Job Salary/Pay Rate
  • Contract
    Employment Type

  • Contract Job Duration
  • Junior / Graduate
    Job Level

  • Job Category