Member Coach Sat Analyst supporting coaching - rich environment for customer care associates at Elevance Health. Monitoring performance and conducting coaching sessions for service quality improvement.
About the role
- Service Desk Analyst providing first line IT support and exceptional customer service at King's College London. Handling queries from staff and students while achieving performance KPIs in a hybrid working environment.
Responsibilities
- Provide the highest standard of first line support for IT services to staff and students at Kings’ College London
- Deliver exceptional customer satisfaction and a personalised service, whilst achieving defined service performance KPIs
- Handle frontline queries from various sources including email, self-service, and telephone
- Work closely with colleagues in King’s and other key stakeholders
- Use the Service Management toolset to record service requests and incidents
- Achieve a high percentage of First Contact Resolution, request fulfilment, and problem-solving using various diagnostic tools
- Support customers and handle escalations in-line with King’s Service Centre’s policies and procedures
- Work a shift of 8.5 hours per day covering 07:00-21:30 on a 5-in-7 basis; may be required for night shift (21:00-07:30) in emergencies
Requirements
- Experience in a Service Desk environment (D) or customer service role (E)
- Strong interpersonal, influencing and communication skills, interacts appropriately with our customers, at all times remaining calm and courteous while working to resolve incidents and queries (E)
- Ability to adapt quickly to changing technologies and processes (E)
- Strong problem-solving skills (E)
- An interest in IT, with a desire to expand knowledge (E)
- Experience in IT (D)
- Effective time management skills; with the ability to work on multiple tasks simultaneously, prioritising tasks according to fluctuating workloads (E)
- ITIL Foundation v4 (D)
- Full Driving Licence (D) or the ability to get to the Quintrell Downs located office within 60 minutes, using public transport or other means (E)
Benefits
- We are an inclusive and welcoming employer that encourages a wide range of applicants.
- We embrace diversity and want everyone to be able to bring their whole selves to work and succeed.
- 10% Performance related bonus
- 30 Days holiday and maximum of 8 public holidays (pro-rata)
- Sick pay
- 4 Discretionary Christmas Closure Days
- Contributory pension scheme
- Life Assurance cover
- Service time - 3 Volunteer days per year
- Free onsite parking & Bike racks
- Annual leave purchase scheme - up to a maximum of 10 days (subject to national minimum wage requirements)
- Student Discount (access to Totum, Unidays & Student Beans)
- CycleScheme
- TechScheme
- Opportunities for formal training and professional certification
- Free access to Linkedin Learning
- Free access to Future Learn short courses
- Potential for internal promotion and advancement
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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