Ingram Micro
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Service Desk Analyst

Northwich, Cheshire, Cheshire, United Kingdom
Job ID: 40967


Service Desk Analyst

As part of our well-established Service Desk Team, you will be providing excellent service to our customers in a busy call-centre environment.  No technical or IT knowledge is required, however you must be PC literate and have a range of business admin skills. The role is customer focused ensuring the customer receives the best possible service throughout the lifecycle of their call.

The primary function of the role is customer support, ensuring that customer calls are logged, the details are recorded accurately, and Service Level Agreements (SLA’s) are achieved.  This will involve answering the phone promptly and responding to customer e-mails in a timely manner.  In addition to this, you will liaise with internal departments, vendors and 3rd parties to facilitate the customers needs.

Salary: £17,250 - £18,000
Location: Comms-care HQ, although remote based currently

Additional Benefits:
23 Days Annual Leave + Bank Holidays, get your birthday off, auto-enrolment pension scheme along with health care, free parking, and access to Perkbox.

The Role:

  • Dealing with incoming e-mails & phone calls from customers and recording information
  • Acting as customer liaison and delivering an excellent customer experience
  • Providing updates to the customer on the progression of their call
  • Administration of required systems and documentation
  • Escalating calls where necessary
  • Liaising with 3rd party / vendor support teams
  • Carrying out ad-hoc purchasing requests such as flight / hotel booking

Your Experience:

  • Office based Customer Service skills
  • Empathy and the ability to understand customer needs
  • Effective organisation and time management skills
  • Exceptional attention to detail
  • Ability to work accurately under pressure
  • Excellent communication and interpersonal skills
  • Working knowledge of Microsoft applications such as Outlook & Excel

• 37.5 hours per week
• Initially during training:
       o Monday to Friday 09:00-17:30
• After 3-6 months:
       o Shift rota including Mon-Fri 07:00-15:30, 09:00-17:30, 10:30-19:00
       o Saturday

Make an application to join the team

Our team is as much about our people as it is our customers and business partners. We want associates with a strong desire to succeed. We offer a competitive base, bonus and benefits package.


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