IT Service Centre Analyst

at  Motability Operations

ABOUT YOU

You will have gained the following skills/experience:

• Be flexible to changing workloads and requirements of the Business
• Shares the vision of being friendly, flexible and facilitating, working with customers and colleagues to reach a resolution
• Can use effective questioning to gain understanding and to establish needs and facts
• Can ensure all communication is conducted in a friendly and professional manner
• Must demonstrate an enthusiastic “can do”, professional attitude
• Must work well in a team and on their own
• Is able to balance the needs of the customer with the needs of the Business
• Able to pro-actively investigate cases, taking ownership and maintaining focus to successful resolution
• Can demonstrate an enthusiastic can-do attitude
• Takes ownership and consistently strives for improvement

Minimum Criteria

• Creating and administering Starter, mover, leaver accounts.
• Supporting Microsoft Windows 11 in an enterprise environment
• Administrating Microsoft Active Directory
• Supporting Microsoft 365 Applications
• Supporting remote connectivity/VPN
• Supporting LAN/WAN technologies
• Supporting HP hardware (Laptops and Desktops)
• Experience working in a Customer Service or Service Centre environment.
• Strong customer service skills
• Strong problem-solving skills
• Strong development and learning skills

To deal with and fulfil service requests that are logged with the ITSC – this includes processing Starter, Mover, and Leaver (SML) and all permission, software and hardware requests made by the business. This is a predominately customer service focused role, you will be responsible for taking ownership and management of internal customer requests and setting expectations whilst meeting the needs of the Business.

• To provide a friendly, supportive helpful and timely service to all customers who contact the Service Centre
• Continually strive for process improvement and seeking ways to maximise efficiency.
• Act as a liaison with handover points (Technology) to drive through a resolution on behalf of the customer and deliver in accordance with agreed timelines.
• Actively and professionally represent the IT Service Centre throughout the organization.
• Use sound judgment and make decisions that will maximize customer satisfaction.
• Strive to continually improve personal performance in order to achieve team and departmental SLA’s and KPI’s.
• Take responsibility for continuous self-development and own learning, progressing to tier two support an outstanding and professional support to specific areas of the business.
• Contribute ideas and suggestions for the proactive improvement and effectiveness of the Service Centre delivery.
• Deal with issues with minimum supervision.