Tech Customer Service Desk Analyst

at  Specsavers

UP TO £23,500 + BONUS

We offer two bonuses (personal performance paid quarterly and company performance paid annually) with private healthcare and dental cover and a generous pension scheme.
Tech Enthusiasts!
Are you passionate about technology and eager to make a difference? Specsavers is seeking dedicated individuals to join our Technology Customer Service Desk team. If you’re driven by providing exceptional customer service and have a interest in solving technical problems, maybe you’re the go to person for IT queries in the family, you’ve built your own PC or wanting your first career in IT, then this opportunity is perfect for you!
At Specsavers, we change lives through better sight and hearing. As part of our Technology Customer Service Desk, you will play a critical role in supporting our users across all lines of business, including Optics, Domiciliary, Audiology, and corporate sectors. Handling approximately 6000 incidents monthly, our desk is the primary point of contact for IT needs, providing both level 1 and level 2 resolutions. You’ll work in a dynamic environment, available 7 days a week, 364 days a year.
Starting with us as an Analyst in training, we’ll give you all the tools & training to enable you to become a fully fledged Technology Customer Service Analyst, delivering professional IT support to internal customers and store colleagues. You’ll be the go-to person for technical triage, diagnosis, and fault resolution, working with documented resolutions and escalating when necessary. We aim to answer 80% of calls within 60 seconds, fix 70% of incidents within 2 hours, resolve 80% of incidents by the next business day, ensure 90% of incidents are fixed within 7 days, and achieve 100% resolution within 14 days.
As a Technology Customer Service Desk Analyst, your day-to-day responsibilities will involve creating incoming incidents and service requests via phone, chat, and web portal. You’ll strive to achieve key targets and KPIs, build positive rapport with our partners, and leave them with a smile after every interaction. Diagnosing, documenting, and resolving a wide range of incidents will be part of your routine, along with managing incidents, requests, and projects to completion with high ownership and consistency. Keeping partners informed about the progress of their issues and requests, participating in the development and improvement of the Technology Customer Service Desk, and assisting in the creation of supporting documentation, training, and continuous service improvement for all supported systems and services will also be key aspects of your role. You’ll actively seek opportunities to improve, innovate, and develop service centre operations for the benefit of the team and our customers.
We’re looking for individuals with strong written and verbal communication skills who can communicate in user-friendly, non-technical language. An enthusiastic attitude towards advancing your technology skills is essential, as well as the ability to learn and adapt in a rapidly changing environment. Strong analytical and problem-solving skills, with the ability to prioritize effectively, will help you thrive in this role.
Ready to join us and be a part of a team that’s proud to make a difference? Apply now and help us deliver outstanding value and exceptional service to our customers

Please refer the Job description for details