First Line Analyst

Found in: Talent US 2 C2 - 7 days ago

Nottingham, United States HAYS Full time
Job Description

First Line Analyst

First Line Analyst
 
Location
Nottingham NG8 6AT
 
Contract 
3 Months (Full Time) 
 
Job Role
Desk/FLA Level
Shift Pattern
7am-7pm shift Rota:
07:00 – 15:30
07:30 – 16:00
08:00 – 16:30
08:30 - 17:00
09:00 – 17:30
10:30 – 19:00
Develop to a FLA 3
 
Skills Required
Day to day duties and expectations

  • Call taking across multiple contracts
  • Queue management
  • Good time keeping (scheduled adherence)
  • Contacts per day; 30 for full time.
  • Average handling time; 8 Minutes
  • 100% contact to incident ratio
  • 90% quality scores target
  • To deliver outstanding service by understanding users\' IT and business needs
  • To provide centralised advice and support to customers in line with contractual arrangements.
 
Next Stage
Conversation with a recruiter to assess suitability.
 
Start Date
ASAP   
 
Interested in applying? Just reply with an up-to-date copy of your CV to Jatin.bhuranda@hays.com