Service Desk Analyst

The Customer Service Desk is the primary point of contact for all customers and users of software, systems and devices, The Service Desk provides first 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 go to department for the customer the Service Desk liaise closely with other internal departments and external suppliers to investigate and resolve customer queries.,

• Call handling, logging and processing


• Manage customer queries by emails and phone


• Log service calls and assign to relevant department


• Place consumable orders for customer


• 1st line support for customers (troubleshooting, diagnosis and resolution)


• 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


• Logging calls with 3rd party suppliers, and ensuring customers are aware of updates


• Clear communication and expectation on each and every customer contact.


• Keep customer records of every conversation on the systems database
  
  This role is an entry level Service Desk position and while previous IT Service Desk experience is desirable, it is not essential., Excellent customer service skills & attitude


• Ability to adapt to changing circumstances/incidents


• Good overall IT Skills


• Understanding of desktop software (Outlook etc)
  
  SCC is Europe's largest privately-owned IT business, based out of the new £7m HQ office in Birmingham and we help clients succeed through IT transformation and exceptional customer experiences. We are a business where innovation is greater as we combine unique ideas, people and disciplines. We are a global company that is passionate about IT and where we look to simplify the complex.
  
  Salary Package: £22,308 plus large company benefits, a broad flexible benefits scheme, and 2 paid-for volunteering days a year

Hours: 9.00 am - 5.30 pm, Monday - Friday
Interview Process: 2-stage process

Why SCC?

• An inclusive workplace


• Excellent package: solid basic and company benefits


• Hybrid working & core hours in line with role requirements


• Career development and life-long learning opportunities


• Opportunity to join Europe's largest privately-owned IT Company