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Job Opportunity: Customer Services Support Analyst:Job description:Job location: Warrington Hours: Full Time (We understand the importance of work-life balance, and are happy to discuss the possibility of flexible working with candidates) Do you pride yourself as an excellent communicator, both in writing and speaking? Are you able to prioritise your workload and work independently or as part of a team? Do you pride yourself in your excellent customer service and can empathize with a variety of customers? The Hartree Centre (part of the Science and Technology Facilities Council) are seeking a talented Customer Services Support Analyst to assist in the running of the first line support service desk function including customer support and technical support for the Hartree Centre. You will assist with the triage of incoming customer support tickets: deal directly with first line incidents and / or direct them to the appropriate second line/third line support to action, ensuring tickets are resolved quickly and effectively as per OLA /SLA. This new post is to further enhance professional engagement with industrial clients. As part of Customer Services, you will deliver 1st line user support for all systems supported by the Hartree Centre customer service group. Operating the support desk during opening hours, you will analyse and respond to cases, incidents, and requests within agreed service levels, including direct resolution where practicable. You will ensure problem resolution is handled appropriately and escalated when a decision is required at a more senior level, aswell as liaising with a variety of stakeholders both internal and external. To succeed in this function, you will have: » Educated to A-Level or equivalent significant practice » practice of working within a service desk function in an environment supporting business systems » practice using ServiceNow or similar IT Service Management application » Excellent communication expertise » broad practice in formal communication with user communities » Logical approach to problem solving » capability to work independently » practice of working in a Linux environment and has routine practice of using core Linux expertise, such as navigating a filesystem, creating user accounts and directories, and changing permissions on files and directories » ITIL Foundation or prepared to work towards it attaining Choosing to come to work at UKRI means that you will have access to a whole host of benefits including a flexible working scheme, a Career Average Revalued Earnings pension scheme, 30 days annual leave allowance, access to employee shopping/travel discounts and income sacrifice cycle to work scheme. Applications are handled by UK Shared Business Services, to see more details and to apply please click apply. Please include a covering letter outlining how you fit the function criteria. The closing date for applications is 6th February 2022 with the view for interviews to take place on 21st or 22nd February 2022. Skills:
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