1st line analyst

Desk Operational Hours

7am until 7pm on a 7.5 hour rolling shift basis as outlined below

Monday To Friday

07:00 - 15:30

08:00 - 16:30

08:30 - 17:00

09:00 - 17:30

10:30 - 19:00

Saturday And Sunday

07:00 - 15:30

10:30 - 19:00

If you are rota'd to work a Saturday or Sunday you will get a Lieu Day off the following week between Tuesday and Friday as allocated by the Team Leader.

Once fully trained and operational you will be working 2 days from the Nottingham office and 3 days at home.

Training

Training will be on the job side by side shadowing on site in the Nottingham office for 2 weeks as a minimum until you are comfortable and able to work with minimal support.

Workload

There are 6 Analysts on the team sharing a workload of approx. 1000 calls and 700 emails a month.

Day To Day Activities

• Taking incoming calls and emails via Genesys to log incidents into ITSM, capturing all the minimum data set required to progress the incident. We will try our best endeavours to resolve the issue at the first point of contact for the caller where is feasibly possible.
• Following knowledge processes for onwards assignment. Updating existing knowledge where processes have changed and creating new knowledge articles to close the knowledge gaps.
• Queue Management
• Taking Switchboard overflow calls when they are busy.
  
  

Skills Required

• Excellent customer service skills, focusing on the customer rather than the technical and being able to control a call.
• Excellent telephone manner and written capability with comprehension. Ideally proven track record in a contact center environment but not essential.
• Ability to handle conflict
• Ability to be flexible and adaptable to change, even it is a total surprise.
• Focus on the customer experience.
• Team Player with the ability to focus on the team progression and not just your own.
• Reliable with good timekeeping.
• Confidence to speak up and question the Status Quo in a healthy manner.
• Pattern recognition to spot trends.
• Ability to learn new software.
• Able to receive feedback well.
• Ability to improve your own learning.
  
  

KPIs

• Be able to answer a call within 30 seconds across the team.
• Have an abandoned call rate of less than 5% across the team.
• Be able to answer an email within 1 hour across the team.
• Score more than 90% on Quality Evaluations across the team.
  
  

LA International is a HMG approved ICT Recruitment and Project Solutions Consultancy, operating globally from the largest single site in the UK as an IT Consultancy or as an Employment Business & Agency depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, LA International welcome applications from all sections of the community and from people with diverse experience and backgrounds.

Award Winning LA International, winner of the Recruiter Awards for Excellence, Best IT Recruitment Company, Best Public Sector Recruitment Company and overall Gold Award winner, has now secured the most prestigious business award that any business can receive, The Queens Award for Enterprise: International Trade, for the second consecutive period.