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Job Details

 

First Line Analyst (Contract)
Location: Nottingham Country: UK Rate: £11.86 - £15.22 per hour
 

First Line Analyst
Rate £15.22/Hr
Location Nottingham
Contract 3 months
Job Description: FG FLA 27am-7pm shift Rota:07:00 - 15:3007:30 - 16:0008:00 - 16:3008:30 - 17:0009:00 - 17:3010:30 - 19:00

Day to day duties and expectations

  • Call taking across multiple contracts.
  • Queue management
  • Good time keeping (scheduled adherence)
  • Contacts per day; 30 for full time. 15 for Part time.
  • Average handling time; 8 Minutes
  • 100% contact to incident ratio - the only exceptions are what we call switchboard calls. (we only get a few a week on the desk, so very rare)
  • 90% quality scores target
  • To deliver outstanding service by understanding users' IT and business needs
  • To provide centralised advice and support to customers in line with contractual arrangements.
  • Flexible working approach due to working hours.
  • Be able to deal with upset users from all levels of the business.
  • Provide a single point of contact for contract users.
  • Develop and maintain rapport with end users
  • Able to differentiate between numerous customer applications.

Skills/experience are required in detail.

  • Good communication skills
  • Able to use active listening skills to know what users are asking.
  • Proven customer service skills
  • Positive, enthusiastic, and supportive
  • Ability to work under pressure.
  • Effective keyboard skills
  • Ability to take ownership of incidents and resolutions.
  • Be able to talk and type.
  • Good troubleshooting/problem-solving skills.
  • Basic IT knowledge-Microsoft products, Word, Excel, and Outlook.

Next Stage Conversation with a recruiter to assess suitability.
Start Date ASAP

Interested in applying? Just reply with an up-to-date copy of your CV to get the ball rolling. Or if it is not quite right for you, but you have someone in mind for the role - please let me know.

Hays Talent Solutions is a trading division of Hays Specialist Recruitment Limited and acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found on our website.


Posted Date: 15 May 2024 Reference: JS-4561593 Employment Business: Hays Talent Solutions Contact: Jatin Bhuranda
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