Technology Operations Customer Services Analyst

Quilter • VA

66d

About The Position

The Technology Customer Services Analyst will play a vital part in ensuring our customers and stakeholders receive the best possible service and achieve their desired outcomes. The role is the first point of contact for customers, providing effective resolution to their issues. You will be responsible for escalating unresolved queries to the next level of support, following defined processes. You will maintain strict adherence to key performance indicators to ensure service quality, and accurately track, route, and redirect tickets to the appropriate resources for resolution. You will manage incident and request tickets efficiently, ensuring timely responses and level one resolutions. You will assist customers through step-by-step problem-solving processes to ensure clarity and understanding and maintain communication with customers. You will utilise outstanding customer service skills to exceed customer expectations at first contact points, and ensure accurate recording, documentation, and closure of support interactions. You will continuously update and expand your knowledge of helpdesk procedures, products, and services.

Requirements

• Proven experience in IT Service Management processes and standards.
• Experience using Service Management, diagnostic, collaboration and support tools such as NextThink, ServiceNow, SCCM, etc.
• Excellent customer service skills and focus.
• Strong analytical skills with the ability to interpret data and make informed decisions.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively with various departments and stakeholders.

Responsibilities

• Serve as the initial point of contact for technology related issues and requests, providing effective resolution of customer issues and fulfilment of requests.
• Utilise outstanding customer service skills to exceed customer expectations at first contact points and throughout the ticket lifecycle.
• Escalate unresolved queries to the next level of support following defined processes.
• Maintain strict adherence to key performance indicators to ensure service quality.
• Manage incident, problem, and request tickets efficiently, ensuring timely responses and resolutions.
• Assist customers through step-by-step problem-solving processes to ensure clarity and understanding.
• Maintain communication with customers, providing updates and ensuring complete resolution of issues.
• Ensure accurate recording, documentation, and closure of support interactions.
• Continuously update and expand your knowledge of helpdesk procedures, products, and services.

Benefits

• 182 hours of holiday (26 days)
• Quilter Incentive Scheme: All employees are eligible to participate in incentive scheme, to incentivise business performance and their contribution.
• Non-contributory company pension scheme that can be boosted through personal contributions.
• Private Medical Insurance: Single cover as standard with options to increase cover to include your partner or children.
• Life Assurance: 4x your salary.
• Income Protection: 75% of salary, less state benefits, payable after 26 weeks of absence.
• Healthcare Cash Plan: Jersey employees only.

What This Job Offers

• Job Type: Full-time