Job title: Service Desk Analyst Location: Chester Duration: 12 months My high-profile banking client are recruiting for a Service Desk Analyst.
The role is a Hybrid role which will require the candidate to work on site 4 days a week and 1 day from home.
The role will be a 12-month contract position.
Description: Providing first line support for the internal employees' resources via voice and chat channels as part of the 24*7 Global Service Desk.
Partnering with our regional and international partners to deliver best in class client care.
The successful candidate should have excellent customer care skills with a desire to expand their skills and knowledge within IT.
This is an onsite position currently working 4 days in office with 1 day working from home if meeting individual service levels and metrics with no performance issues once training is complete.
Working in a fast-paced environment you will be required to effectively manages multiple live chats simultaneously with our internal customers whilst achieving our core metrics for operations and quality.
Role Responsibility • Role involves basic troubleshooting of Microsoft applications and proprietary systems via phone/chat.
• Chat channels provide technology support for up to 2 clients simultaneously.
• Client Care is our top priority.
• The successful candidate will have attention to detail and be able to document tickets clearly for the 2nd line teams to fix - for when First Line resolution cannot be attained.
• Excellent communications and written skills are a necessity.
• In-house technical training will be provided, backed up with real-time support from peers and subject matter experts.
• Excellent Client Care / Customer Service skills.
• Work well as a team and build relationships with global partners.
• Excellent organizational skills, with the ability to prioritize workload.
• Ability to multitask and maintain focus on all areas of responsibility concurrently.
• Ability to consistently meet or exceed performance targets and goals correlated with customer service and call/chat handling.
• Able to work in a fast-paced environment.
• Technology Call Centre and/or Customer Service experience.
• Ability to utilize multiple resources to determine causes and resolutions of problems and incidents.
• Hardware Support - Windows 10/11.
• Software Support - MS Office suite, Office 365, SharePoint, Skype.
• Network Support - Citrix, VPN, Cisco AnyConnect.
• ITSM Remedy - Not essential, but beneficial.
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