First Line Analyst; L2

Position: First Line Analyst (L2)
First Line Support L2

About the role

As a First Line Analyst L2 with expertise in the IT Domain, you will collaborate with our client's Team. You will be responsible for IT Technical Administration.
Job Details Desk Operational

Hours:

7am until 7pm on a 7.5 hour rolling shift basis as outlined below.

Monday to Friday:07:00 - 15:3008:00 - 16:3008:30 - 17:0009:00 - 17:3010:30 - 19:00

Saturday and Sunday:07:00 - 15:3010:30 - 19:00

Job Description If you are rota'd to work a Saturday or Sunday you will get a Lieu Day off the following week between Tuesday and Friday as allocated by the Team Leader.

Once fully trained and operational, you will be working 2 days from the Nottingham office and 3 days at home.

Training:

Training will be on the job side by side shadowing on site in the Nottingham office for 2 weeks as a minimum until you are comfortable and able to work with minimal support.

Workload:

There are 6 analysts on the team sharing a workload of approx. 1000 calls and 700 emails a month.
Day-to-Day

Activities:

Taking incoming calls and emails via Genesys to log incidents into ITSM, capturing all the minimum data set required to progress the incident.
We will try our best endeavours to resolve the issue at the first point of contact for the caller where is feasibly possible.

Following knowledge processes for onwards assignment.
Updating existing knowledge where processes have changed and creating new knowledge articles to close the knowledge gaps.

Queue Management

Taking Switchboard overflow calls when they are busy.

Skills Required:

Excellent customer service skills, focusing on the customer rather than the technical and being able to control a call.

Excellent telephone manner and written capabilities and comprehension.
Ideally, a proven track record in a contact centre environment is not essential.

Ability to handle conflict

The ability to be flexible and adaptable to change, even if it is a total surprise.

Focus on the customer experience.

Team player with the ability to focus on the team progression and not just your own.

Reliable with good timekeeping.

Confidence to speak up and question the Status Quo in a healthy manner.

Pattern recognition to spot trends.

Ability to learn new software.

Able to receive feedback well.

Ability to improve your own learning.

KPIs:

Be able to answer a call within 30 seconds across the team.

Have an abandoned call rate of less than 5% across the team.

Be able to answer an email within 1 hour from the team.

Score more than 90% on Quality Evaluations across the team.

What's in it for you? - £16.35/Hr through UMB £12.60/Hr through basic PAYE £14.31/Hr through Premium PAYE
Contract 6 Months contract
Location Pheonix House Colliers Way, Phoenix Business park - Nottingham NG8 6A
Next Steps Once you've applied, one of our friendly recruitment consultants will give you a call and talk you through the screening process. If your application is successful, you'll be involved in a live virtual interview with one of our client's hiring managers to get to know you better.

We look forward to speaking to you! #