Service Desk Analyst - Higher Education

• 2nd Line Service Desk Analyst - RemedyForce Exp
• London - Onsite 2 days a week
• 3 month contract
• Inside of IR35
• £225 per day

Main purpose of the job

Provide a professional advisory service to customers across a broad range of queries and processes, including supporting with complex case management, producing correspondence and handling customer queries. Interact with customers using various communication channels, such as ticketing system, phone calls and live chat. Where possible, and in line with agreed procedures, the One Desk Advisor will provide first contact resolution, taking ownership of queries to point of resolution.

Duties and responsibilities

• Respond to all queries within agreed SLA's, resolving at first point of contact where possible via multiple channels such as telephone, email and chat to enhance the customer service experience.
• Take ownership of employee queries and see them through to resolution, with a keen focus on outstanding customer service, whilst following team ways of working.
• Clearly understand and work within service delivery boundaries and published Tier 2/internal escalation routes
• To collaborate and engage with the wider PS Hub community to provide a responsive, consistent, and forward-thinking service.
• Be seen as an expert in general and the client specific and relevant policies, processes, technology and systems
• Develop effective, positive relationships with customers, departmental contacts, and PS colleagues to positively assist in meeting their business needs.
• Provide a flexible working approach, with the ability to support the wider PS Hub teams when required.

Key Skills & Experiences

• Experience in providing IT support in a large complex organisation and across a range of services
• ITILv3 foundation certificate or equivalent. Knowledge of ITIL processes and how they impact on the role of the team specifically incident management, problem management and change management
• Proven experience and working knowledge of customer service focused practices, within a large complex organization.
• Experience of using a CRM system, such as RemedyForce, to manage customer correspondence
• Experience providing high quality and accurate advice in a fast past customer focused setting

Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.