Complaints Analyst investigating and responding to customer complaints for Coinbase. Collaborating with legal teams and optimizing internal processes for a growing crypto platform.
About the role
- Service Desk Analyst providing IT support for hospitality clients in London. Responding to technical issues via phone and email, ensuring high service levels and customer satisfaction.
Responsibilities
- Responding to client’s technical issues via phone and email, triaging reported problems, resolving them, escalating them where necessary to more senior colleagues.
- Logging calls using service desk tools ITIL processes, working within these frameworks to deliver customer services levels >90% managing incidents to achieve where possible first call resolution and other company KPI’s.
- Maintaining good customer relations, including visiting sites within the greater London area.
- Managing user accounts within Office365 and allocating licenses.
- Managing Active Directory and Azure services including the creation of user accounts and amending permissions where needed.
- Using remote tools such as MDM, Remote control & Chat to resolve user requests.
- Deploying PC’s through Windows Autopilot and Intune.
- Setting up and configuring Windows based PCs and laptops.
Requirements
- IT support experience at a 1st line level across Microsoft 365.
- Knowledge of ITIL, incident, problem and change management.
- Experience taking responsibility and ownership of stakeholders and projects
- A desire to provide excellent, proactive, customer service
- Well organised, able to multitask and work autonomously
- Positive and energetic
- Happy to work a variety of shifts including weekends
Benefits
- 🌴 Generous Time Off: Enjoy 24 days of annual leave, increasing by 1 day each year up to 28 days, plus Bank Holidays.
- 📚 Continuous Learning: Participate in regular lunch and learn sessions with both internal and external speakers.
- 🌟 Personal Development: Take advantage of 5 paid days annually to pursue new skills or knowledge.
- 🤝 Volunteer Opportunities: Contribute to your community with 2 paid volunteer days each year.
- 🎉 Team Spirit: Join a friendly team and engage in various social events organised throughout the year.
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