About the role

The primary function of the Customer Service Analyst is the handling of incoming contacts and Service Requests via telephone, My IT and LiveChat, ensuring that all incidents and requests are logged, triaged, diagnosed and/or processed so that they are dealt with in accordance with contractual SLAs.  A high level of detail and accuracy is required. To appropriately fulfil or field all requests that come through to the CSD with an aim to resolve at least 55% of contacts within the first contact. 

Providing first line support for the DCD Contractual Towers, such as Voice and Data Networks, Hosting Services, End User Workplace, along with the first line support support for Dorset Police and WAN support for Avon & Somerset, Dorset and Wiltshire Police Forces.

What you will be doing

• To provide technical First Line Support and resolve incoming contacts upon the first contact - in excess of 55%.
• Maintain the necessary skills to support customer to provide first line support for the DCP Contractual Towers, such as Voice and Data Networks, Hosting Services, End User Workplace.
• Provide first line support.
• Ensure that reported faults and Service Requests are responded to in line with SLAs.
• Effective management of 3rd party suppliers/resolvers to ensure optimal performance in line with associated SLAs.
• Provide an effective, professional response and solution(s) to reported Incidents/Requests.
• Maintain relationships with contractual service providers and internal IT resolver groups.
• Restore normal service to the user as quickly as possible.
• Offer general guidance and advice to users, signposting to other services as required.
• Assist the team in achieving set targets such as first contact fix and incident response and resolution.
• Take ownership for personal development and strive to continually improve on existing skills in order to enhance performance within the job role.
• Be an advocate of world class customer service.
• Contribute to knowledge documentation activity.
• Accurately implement and work in line with Company Policies and Procedures.
• Maintain professional standards of quality of work, personal presentation and personal conduct.
• Carry out additional responsibilities as requested by the Operational Co-ordinator/Service Desk Manager/Operations Manager.
• Ensure that all Company matters are kept confidential at all times.
• Take good care of all Company and Customer supplied tools and equipment.

Essential Skills/Experience

• Understanding of the workings of a Service Desk and ITIL aligned processes.
• Ability to work to deadlines and work as part of a team.
• Work well under pressure, good time manager, good team worker, ability to multi-task.
• Excellent customer facing skills, strong senior stakeholder management (within customer & BT organisations).

Desirable Skills/Experience

• Understanding of Microsoft Office applications and Operating Systems in respect of dealing with 1st line user queries, requests and faults.
• Able to use own initiative and self-motivated.
• Strong operational background.
• Self-management skills.
• Proven analytical skills and process orientated.
• Strong continuous improvement mind-set and experience.

Our Package

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. You can design the package to suit you and your lifestyle. Your core benefits include:

• Access to an online private GP 24/7 for you and your immediate family 
• Market-leading paid carers leave with up to 2 weeks off 
• Equalized maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
• Discounted EE and BT products, including mobile and broadband
• Market leading Pension scheme – 5% from you and 10% from us
• Holiday purchase scheme

You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.