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    Support Services Analyst - Leeds, United Kingdom - The Conservative Party

    The Conservative Party
    The Conservative Party Leeds, United Kingdom

    2 weeks ago

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    Contract
    Description

    Our leading software team is seeking two services analysts to join their expanding team in Leeds. In this role, you will be responsible for dealing with the organisation's diverse array of application users to ensure they are offered the highest level of support. You will be investigating incidents and solving queries over the phone, while using effective tools and ensuring the correct processes are being followed. You will be expected to manage tickets according to agreed service level agreements and provide supporting documentation when escalating issues to other teams.

    Your responsibilities

  • Receive and respond to first-line calls and investigate and resolve those calls
  • Recognise the numerous laws that must be followed and ensure they are implemented correctly
  • Provide training and guidance materials to maximise central and local benefits from the software
  • Work to constantly improve processes
  • Work to ensure good communication within the team and across other teams
  • Manage tickets effectively to ensure an outstanding level of service is met
  • Undertake advanced investigations into more technical issues if they arise

    • What we're looking for

  • Experience of working in a customer service role, ideally phone-based resolving customer issues
  • Polite and patient telephone manners
  • Excellent communication skills, both verbal and written
  • You can work harmoniously in a team, being proactive and able to work hard under pressure.
  • Familiarity with Microsoft Windows and Mac OS as well as a thorough understanding of Microsoft Office applications
  • Familiarity with Edge, Chrome and Safari
  • Familiarity with iOS and Android mobile platforms
  • Empathy with users
  • An understanding of the activities of a political organisation would be desirable

    • Please note this role will be based in CCHQ but the post holder may be required to undertake off-site and regional training.

    What benefits do you get working at CCHQ?

    Here at CCHQ, we value our colleagues and the work they do for us.

    In return we offer a wide variety of benefits for our colleagues that you can utilise including;

  • Generous 25-day annual leave, pro-rated for part time staff and all UK bank holidays off.
  • Competitive salary
  • Flexible working opportunities
  • 3 days additional leave in the year if you marry or enter a civil partnership.
  • Enhanced Maternity/Paternity Leave
  • A variety of other cultural and lifestyle benefits, aimed at promoting a positive work/life balance.
  • Professional/personal development
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