First Line Analyst

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.

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