Customer Service Desk Analyst
SCC
Manchester
6d ago

Customer Service Desk Analyst

Customer Service Desk Analyst

SCC Manchester

The Customer Service Desk is the primary point of contact for all customers and users of M2’s software, systems and devices.

The Service Desk provides 1st Line support services to all external customers and users including call logging, placing consumable orders, call / order queries, and initial call troubleshooting, diagnosis and remote resolution where possible.

The Service Desk also provide key administrative tasks directly affecting the end user experience. As the main g to’ department for the customer, the Service Desk liaise closely with other internal departments and external suppliers to investigate and resolve customer queries.

This role is an entry level Service Desk position and while previous IT Service Desk experience is desirable it is not essential.

Key Responsibilities

  • Email handling, logging and processing
  • Call handling, logging and processing
  • 1st Line support (troubleshooting, diagnosis and resolution)
  • Providing essential solutions for customers and keeping them informed of new developments within the business
  • The ability to build sustainable relationships with the customer and their account
  • Proactive order / service authorisation
  • Proactive Customer Management
  • High levels of Customer Service on every contact with supplier or customer
  • Chasing suppliers for orders or part detail
  • Clear communication and expectation on each and every customer contact
  • Keep Customer records of every conversation on the systems database in a clear and comprehensive manner.
  • Essential Requirements

  • Excellent Customer facing and communication skills, both written and verbal
  • Previous Customer Service or Contact Centre experience
  • Basic Microsoft skills (Internet Explorer, outlook, excel)
  • Ability and willingness to learn and develop skills
  • The Ability to gain Security Clearance
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