First-level night shift service desk analyst providing 24/7 customer support.
3 days ago ago
Junior (1-3 years)
Full Time
GB London/Pirin Court | London, United Kingdom
Onsite
Company Size
1,000+ employees Employees
Service Specialisms
Design
Build
Deployment
Maintenance
Sector Specialisms
Digital Infrastructure
Role
Description
resource booking
kpi management
first contact
incident resolution
customer service
Booking Field Engineers / field engineering resource as appropriate
The role is to work Nights 4 on 4 off 12 hour shifts, 7pm to 7am
Meet Service Desk (KPI) Key Performance Indicators as set by the Service Centre Manager
Acting as the 1st point of contract for new incidents, requests, and queries raised by Telent customers over a wide range of platforms via the telephone, email, B2B and customer portals
Resolve Incidents and complete requests in line with customer SLA’s.
Responsible for ensuring that excellent customer service is provided consistently
Requirements
customer service
kpis
shift work
1st line
escalations
microsoft office
Telephone based customer service / customer assistance experience.
Experience of working towards targets/KPI’s.
Be available to work to an agreed shift rota.
Previous or current experience of 1st Line troubleshooting / fixing of requests / faults.
Understand and proactively operate the “Escalations Procedure”
Computer literate and a confident user Microsoft Tools, Microsoft Word, Outlook and Excel
Benefits
Occupational health support and wellbeing Portal
Discounts on Cinema, Restaurants and Shopping with Telent Reward scheme.
25 shifts per year holiday, plus the option to buy or sell shifts annually