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First Line Analyst

Employer
Hays
Location
Nottingham
Salary
£11.86 - £15.0 per hour + £11.86-15/Hr
Closing date
10 Jul 2024

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Job position
Advisor
Contract Type
Temporary / Contract
Hours
Full Time
Job Function
IT

Job Details

First Line Analyst
Rate£15.22/HrLocationPheonix House Colliers Way, Pheonx Business park - Nottingham NG8 6AT
Contract 3 Months
Job Description:FG FLA 27am-7pm shift Rota:07:00 - 15:3007:30 - 16:0008:00 - 16:3008:30 - 17:0009:00 - 17:3010:30 - 19:00
Day to day duties and expectations

  • Call taking across multiple contracts.
  • Queue management
  • Good time keeping (scheduled adherence)
  • Contacts per day; 30 for full time. 15 for Part time.
  • Average handling time; 8 Minutes
  • 100% contact to incident ratio - the only exceptions are what we call switchboard calls. (we only get a few a week on the desk, so very rare)
  • 90% quality scores target
  • To deliver outstanding service by understanding users' IT and business needs
  • To provide centralised advice and support to customers in line with contractual arrangements.
  • Flexible working approach due to working hours.
  • Be able to deal with upset users from all levels of the business.
  • Provide a single point of contact for contract users.
  • Develop and maintain rapport with end users
  • Able to differentiate between numerous customer applications.


Skills/experience are required in detail.

  • Good communication skills
  • Able to use active listening skills to know what users are asking.
  • Proven customer service skills
  • Positive, enthusiastic, and supportive
  • Ability to work under pressure.
  • Effective keyboard skills
  • Ability to take ownership of incidents and resolutions.
  • Be able to talk and type.
  • Good troubleshooting/ problem-solving skills.
  • Basic IT knowledge-Microsoft products, Word, Excel, and Outlook.


Next StageConversation with a recruiter to assess suitability.
Start DateASAP


Interested in applying? Just reply with an up-to-date copy of your CV to get the ball rolling. Or if it is not quite right for you, but you have someone in mind for the role - please let me know.




Hays Talent Solutions is a trading division of Hays Specialist Recruitment Limited and acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk

Company

About Hays

At Hays, we know that finding the right role at the right time takes careful consideration. As lifelong career partners we’re with our candidates each step of the way.

Whether you’re seeking a job for right now, a career change, or to move up the career ladder, we have the expertise, the up-to-date knowledge, connections and training to help you get where you want to go.

Providing an unmatched wealth of jobs across industries and professions, using our insights and market leading salary checker, employer relationships, pathways and support, we bring roles that challenge and excite you.

And it doesn’t end there. Our expert consultants are here to help get you more than your next job – offering training and upskilling via our free-to-use My Learning platform.

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