Service Desk Analyst

Role: Service Desk Analyst ( Customer Support Role ) Location: Nottingham, NG8 Salary: £26,150 Hours: Mon-Fri (various shift patterns between 8am and 6pm) Type: Permanent James Kay Associates are looking for a Service Desk Analyst to join a fast-paced business in Nottingham on a full-time permanent basis. What you will be doing: * Liaising with customers via phone and email via a ticketing service - this role is 15% on the phones - 85% admin and email * Managing the end-to-end customer services experience, taking ownership of customers issue through to full resolution - Achieving SLAs within strict timelines * Managing and organising tickets within different timescales, this will include liaising with couriers, external companies and internal departments to arrange parts and spare parts for the fastest delivery, also organising engineers for the same day on some occasions * Completing administrative within agreed timescales, logging all correspondence into the inhouse system to ensure tickets are completed. What we are looking for: * Organisation and time management skills * Experience of working with business customers (preferred) * Able to build strong positive working relationships * Strong customer service and administration skills * Experienced in working to KPIs and SLAs My client offer a competitive salary of £26,150 working in a hybrid model once training completed. Hours are Monday to Friday working different shifts between 8am and 6pm on a rota basis, the shifts include: 8am-4.30pm 9am-5.30pm 9.30am-6pm There is also a 6am shift once you have passed your probation and fully trained. Other benefits include: Company events Company pension Employee discount/rewards Free parking Discounted Gym membership Health & wellbeing programme On-site parking 25 days holiday Your birthday off Ongoing training and development program