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Log & Pass Analyst

Posted 6 March by Jennifer Griffiths Recruitment Easy Apply Ended

Log & Pass Analysts are required to:

  • Be readily available to answer the phone to our customers in a professional and efficient manner.
  • Provide a positive image of the company through your role as the first point of contact.
  • Collate all the required information from the customer, and transpose into the call logging system, providing a fix wherever possible.
  • Log faults and requests via email into the call logging system.
  • To ensure that all work is carried out in accordance with ITlL Incident Management guidelines.
  • Complete courtesy call backs to the customer when their faults have been resolved.
  • Ensure calls returned to Service Desk are reassigned without delay.
  • Monitor related calls if required.
  • Monitor 'open’ incident calls.
  • Adhere to ISO9000 and ISO27001 procedures
  • Ensure that your individual training record is kept up to date.
  • To follow written instructions and processes in carrying out administration of and using specific customer applications as and when required.
  • Actively employ, share and contribute to the company's knowledge base
  • Deliverables
  • Attempt to solve basic or known problems.
  • Achievement of all individual targets set
  • Record comprehensive details of all Service Desk calls.
  • Perform Customer Call backs on a daily basis.
  • Perform monitoring of open calls in accordance with the requirements of specific contracts.
  • To carry out basic scripted tests with customers as directed using BPO applications and appropriate tools.
  • Perform basic administration as specified on specific customer applications
  • Essential Skills / Experience : Customer Service Experience Competent in Microsoft Office Good written and spoken communication skills IT literate

Job Type: Temporary to permanent

Hours of Cover: Monday to Friday 07:00 - 19:00

Reference: 34618082

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