Customer Services / Service Desk Analyst - First Line Support / Wolverhampton
Temp to perm £9.50 per hour
Acting as the first point of contact to both internal and external customers
Managing incoming telephone calls/queries to client SLA standards
Managing outgoing telephone calls/queries where necessary
Managing customer e-mails to both SLA and Quality standards.
Logging incoming calls and emails into incident ticketing tool
Provide initial assessment of all incidents/requests, attempt to resolve or refer to other support areas.
Maintain detailed and accurate records of actions taken to support the incidents resolution
Maintain clear communication lines in line with company guidelines
Identify major incidents and escalate where required
Monitor all outstanding tickets
Essential / Minimum Criteria:
Customer Service or experience in providing 1st Line Support, ideally with a minimum of 1 year experience.
Basic PC/literacy skills - confident use of MS Word, Excel and Outlook to a basic standard. Ability to create new letters, use spread sheets to capture and store data in a clear and logical manner.
Ability to communicate with people at all levels (from end user to client).
Ability to take ownership of incidents and enquiries
This is a temporary role (with potential to go permanent) that supports Internal and external Service Desks.
The service desk is currently covered 06:00 to 23:00 X7 days a week (closed on Christmas Day). With a potential view of moving to 24X7 in H2 2021
You will be provided with a rota in advance of your shift, which will be of a varying hours and pattern. Shifts will have two off shift days in the week - which may not be consecutive.
Some flexibility around exact scheduling pattern is required to ensure service levels are maintained and hours are allocated fairly.
Kelly Services are acting as an Employment Agency in relation to this role. Should you choose to apply, your information will be processed in accordance with Kelly's Privacy Statement. For information regarding data protection at Kelly, please visit the Kelly website and have a look into the Privacy Statement.
As an Equal Opportunities employer we welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.