First Line Analyst (L2)

Job Description

First Line Analyst L2

Join a leading independent technology and services provider as a First Line Analyst (L2)!Job Overview: 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.

Rate£16.35/Hr through UMB£12.60/Hr through basic PAYE£14.31/Hr through Premium PAYEContract 6 Months contractLocationPhoenix House, Colliers Way, Phoenix Business Park, Nottingham NG8 6AT Job Description: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 - 19:00Saturday and Sunday:07:00 - 15:3010:30 - 19:00Key Responsibilities 

• 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 with comprehension.
• Ideally proven track record in a contact center environment but not essential.
• Ability to handle conflict
• Ability to be flexible and adaptable to change, even 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.

Key Requirements

• 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 across the team.
• Score more than 90% on Quality Evaluations across the team.
• 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.Additional InformationInterview Process: Once a profile is shortlisted, then a F2F 1st stage interview will be conducted How to Apply: If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. # 4735447