- Delivering outstanding customer service standards by answering all queries promptly, remaining approachable, courteous and professional at all times.
- Proactively managing customers' expectations through either resolution or by updating them on progress of their outstanding incidents/requests.
- Providing statistical information to the management team to support reporting on team performance.
- Ensuring incoming incidents and service requests are logged accurately and that sufficient information is recorded in the incident logging software.
- Providing problem diagnosis, using appropriate support tools and resolution for problems. Assign calls to correct third party resolvers where appropriate.
- Mentoring, training and assisting Service Desk Analysts in DCC Service Desk working procedures.
- Providing feedback to DCC when new processes are being designed and introduced.
- Background in Customer Service or Service Management environments
- Strong aptitude for technical concepts
- Strong MS Office working knowledge
- Excellent interpersonal and customer service skills both written and verbal
Service Desk Analyst - Nottingham, United Kingdom - Capita
Description
Job Title: Service Desk AnalystStart date: 24th June 2024
Contract: Permanent
Location: Ruddington - Nottingham
Salary: £25,500 per annum
Shift/Hours: 37.5 hours per week.
Shift pattern: 5 days per week between the hours of 8am and 8pm (8am-4pm and 12pm-8pm) on a rotational basis with a 1 in 3 weekend.
Job title:
Service Desk AnalystJob Description:
We are looking for a Service Desk Analyst to join the Smart DCC team to provide a first and single point of contact into the DCC Service Desk for all Data Communications Company related business.
Within the service desk team structures, you will become the subject matter expert on all DCC processes and act as a mentor within the team to the other analysts.
Smart DCC are on a mission for smarter energy by connecting homes and businesses to a secure network for digital smart meters. This network, and the data stored within it, wants to allow easier and quicker switching for consumers across the UK.
What will you deliver?
Who are we looking for?
What we hope you'll do next
Choose 'apply' to submit a short application. Please upload an up to date CV which highlights your experience.
We're an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we're committed to creating an inclusive environment for all employees.
Location:
Nottingham,
United KingdomTime Type:
Contract Type:
Permanent