Senior Service Desk Analyst
Our client, a leading IT/Technology company based in the West End, are looking to recruit an experienced Senior Service Desk Analyst to join their busy team.
A market leader in smart voice services, our client are growing to the extent that they now require a 6th candidate to join their Service Desk team, initially as a Senior Analyst but with the view of leading the team in the near future. Reporting directly to the Service Desk Manager, you will be responsible for acting as the senior figurehead/escalation point within the team, primarily dealing with a small portfolio of extremely lucrative, blue-chip clients. Offering your clients the highest possible levels of service both over the phone and email, B2B customers will come from a variety of markets including Financial Services, Government and Retail.
A brief run-through of the responsibilities of the role is as follows:
- Building strong and positive relationships with 'premier' B2B clients
- Managing client expectations at all times
- Dealing with inbound calls and emails confidently, ensuring a world-class customer service is afforded to clients
- Proactively taking responsibility for the Service Desk team
- Managing communications for customer orders
- Run the daily team scrum to ensure the day's workload is adhered to
- Identifying areas of improvement and championing their resolution
- Producing and collating management reports for the Service Desk Manager
- Training internal/external customers on the use of products and services
In order to be considered for this role, it is imperative that you have experience in dealing with external B2B clients. A technical background is preferred but not essential, however a passion for Technology is a must. As the role will naturally evolve into a position of leadership in time, any previous management experience is desired but, again, is not essential.
Our client are looking to fill this position as soon as possible, so any interested candidates are urged to apply at their earliest convenience.
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