We're recruiting for a full time Evening Service Desk Analysts to join a client of ours based in Newcastle City Centre. This role is a mixture of working from home (equipment provided) and on campus shifts (every Wednesday), training will also be based on campus therefore you must live in the North East.

37+ hours per week

Shift Pattern EVENINGS
15:00/ 16:00 starts, 8 hours shifts across evenings and weekends. Weekends may be dayshift or evening shifts, all staff receive two days off per week (normally consecutive days)

Pay rate: £11.98 + holiday pay.

Key Skills/ Experience:

• Excellent telephone manner and customer service skills
• Clear communication skills
• Knowledgeable in IT (ideally with background in helpdesk/support)
• Previous customer service roles (inbound/outbound)
• Previous roles within the IT field

General Duties and Responsibilities: The Service Desk Analyst is a member of a busy team providing out-of-hours first line support.
Your main duties will include:

• Providing professional support via a range of channels which could include, telephone, email, instant chat, remote support tools and service monitoring tools.
• Resolving enquiries at initial point of contact including areas relating to:

o information about services
o standard software applications, operating systems, and hardware
o email, computer username and password problems and advice
o wireless connectivity, telephone and voice mail usage

• Ensuring the resolution of more complex enquiries by:

o escalation to second line support teams
o informing the Service Desk Supervisors of problems such as emerging trends or
o potential major incidents
o keeping the customer informed throughout the resolution process

• Provide an exceptional level of customer service through clear and concise communication, demonstrating proposed solutions and next actions

Benefits of working for this client:

• Easily accessible location / Hybrid model of working
• 43 days holiday per year (post 12 weeks in contract)
• Attractive pay rate and enhanced rates on bank holidays

To apply please attach your CV to this advert and one of the Blue Arrow team will be in touch.