Senior Customer Service Analyst

Senior Customer Service Analyst

Hindlip, Worcestershire

Permanent

Full Time

The closing date for this post is 12 noon on Wednesday 30th October 2019.

Those currently eligible on the redeployment register will be given prior consideration.

The main purpose of the role is to manage the day to day activities of the ICT Customer Service Desk and the progression of work.

Act as a point of escalation for Customer Service Analysts. Maintain and administer performance management systems for the department, using the incident management and request fulfilment processes, in line with Customer Service Desk objectives.

Main Responsibilities:

To provide Senior Analyst customer service to all ICT users. Maintain the rapport with Customers by displaying a detailed understanding of their support requirements. To ensure ownership of the customer issue from initial contact to resolution and provide customer updates as appropriate.

To review/monitor user requests for service to ensure they are properly logged, assigned and responded to in a timely manner and according to agreed standards and procedures and that the log entries provide a corpus of knowledge for the resolution of subsequent requests, faults and problems.

To be the lead Analyst interface between users and service providers, including external commercial suppliers and working to ITIL principles. Ensuring team documentation of problems is completed, ensuring knowledge bases are updated and diagnostic information is provided for error resolution and incident analysis.

To closely monitor team progression of incidents and service requests within the ICT Service Desk and across ICT, to ensure Service Level Agreement targets are met escalating appropriately to analysts, team leaders and managers.

To provide supervisory support for allocated areas of responsibility. This will need to be balanced with maintaining a high degree of customer service and adhering to service management principles.  

To provide team guidance in diagnosis of service issues and requests. Ensures rectification of problems within available knowledge including the provision of information to users on known solutions, updates, known errors, changes in availability, new facilities etc.

To confirm team continually review and administer the environment for allocated systems. To include completion of changes to system configurations, administering access management and user installations, ensuring ongoing   integrity and prevent abuse of system data and facilities.

To monitor the team to ensure that operational requirements are given due priority. To ensure team provides guidance to users on the operation of systems in order to ensure maximum  benefit is gained from their usage.

To provide guidance to the team during escalations, ensuring adherence to the   local work instructions during the Incident Management process. Ensuring incidents/service requests that cannot   be resolved within agreed timescales are provided with ongoing user   communications and updates.

To undertake other duties commensurate with the nature, level of responsibility and grading of this post, as required.

Experience/Skills:

Level 4 professional qualification, or equivalent, in an ICT related discipline.

ITIL foundation certificate in IT Service Management.

A working knowledge of a range of technologies including Citrix, IP Voice and Data networking, mobile technologies, Microsoft Office and Windows, printing and scanning systems.

Knowledge of relevant IT technologies and applications their use and application.

Demonstrable knowledge, acquired through hands-on experience, in a customer service environment for both hardware and software.

Experience of working in an ITIL based ICT Service Management environment.

Experience of a customer service/focus background.

Experience and a good working knowledge of ICT Service Desk logging systems, Landesk or similar ICT remote desktop software and Citrix.

Experience of working in a busy customer facing environment dealing with a diverse range of customers with differing needs.

Experience of multitasking, being flexible to the business needs and ability to work under pressure.

Excellent fault fixing and problem solving skills using a systematic, disciplined, analytical approach.

An aptitude and willingness to learn and develop new skills, taking the initiative to ensure general technical competencies and specialisation are kept up to date in line with industry and organisational developments.

Excellent listening, verbal and written communication skills.

Excellent customer service skills with proven experience of working in a customer focused role.

Ability to work as part of a small team in a busy environment.

Ability to quickly absorb and understand new ICT systems and processes.

Ability to take personal responsibility for own actions when resolving issues and problems.

Ability to support and fault fix Microsoft Office applications.

Excellent written and verbal communication skills.

Ability to remain calm and controlled and maintain high performance within a mission critical service delivery environment.

Special Conditions:

Hearing Test

Eye Sight Test

We want our organisation to be as diverse as the community it serves. We welcome applicants from all sections of the community.

You will be required as part of West Mercia Police recruitment process to successfully complete vetting and credit checks.

We support the “Happy to talk flexible working” campaign, which aims to encourage uptake of flexible working for individuals, the flexible working options that may be considered for this role include: Job Share.