1st Line Analyst
Are you enthusiastic, have excellent interpersonal and customer care skills and a positive attitude? We are looking for a 1st Line Service Desk Analyst.
The ICT Service Desk consists of several support teams, we are the first point of contact for our customers and we provide a quality, positive service to a growing ICT customer base including Kent County Council, EIS schools, Invicta Law, Sleeping Giant Media and many more!
You will be responsible for answering calls and responding to emails, providing accurate call descriptions using processes and procedures all stored within our knowledge base. Providing a service to a broad spectrum of customers – anything from basic IT troubleshooting to how do I’s?
You will receive full training across all aspects of the role which is provided by an induction buddy. This includes overviews, customer service coaching, an ITIL certification and an opportunity to meet other teams across Cantium Business Solutions.
You’ll have an easy to access and search library of processes and procedures at your fingertips. You’ll be fully supported by a large team of people along with great supportive management who’ll coach you in regular conversations and 1:1s.
We are looking for good team players who understand what good customer service is. As long as you have a basic level of knowledge in ICT, we can teach the rest!
We pride ourselves on being supportive and personal. To be an excellent 1st Line Analyst, you’ll need to have:
- A genuine passion for customer service
- Excellent Listening Skills
- Strong communication skills
- Effective Time Management
- The drive to stay up to date with our processes and procedures
- An openness to feedback and confidence working with others
- A basic understanding of IT
- Initiative and common sense
- A good team ethic
- Ability to troubleshoot and learn new skills quickly
On entry - 25 days
After 5 years - 28 days
Paid holiday will normally be given on or in respect of the eight public holidays. In addition, a paid concessionary day (as determined by Cantium Business Solutions) may be given at Christmas.
Employee Shopping Discount Scheme
Shopping cashback and discounts from over 12000 retailers
Discounted high street vouchers and top up cards
Staff Care Services
What are you waiting for?
You will need to demonstrate an excellent command of written and spoken English along with a professional and confident telephone manner.
A good working knowledge of MS Office applications and Windows is a requirement of this role.
The ICT Service Desk operates between the hours of 8.00am and 5.30pm, Monday to Friday. You will be required to work to a shift pattern within those hours on a rota basis:
08:00 – 16:00
08:30 – 16:30
09:00 – 17:00
09:00 – 17:30
Successful applicants will be contacted by Thursday 1st July 2021 and will be invited to attend a brief pre-selection interview, which will be held Wednesday 7th & Thursday 8th July 2021 (Remotely via Microsoft Teams).
Final interviews will take place on Wednesday 14th & Thursday 15th July 2021 (Remotely via Microsoft Teams).
Previous applicants need not apply.
This post is subject to a Basic Disclosure Application to the Disclosure and Barring Service.
“Cantium Working” is our vision of the behaviours and attitudes inherent in ‘agile’ working. As a business we are committed to providing a flexible approach to when, where and how our staff work. Cantium working enables you to work in the way which best balances personal and work life – helping you achieve a great work life balance.
For further information please contact:
Kasey Oldman - Kasey.Oldman@Cantium.Solutions
Claire Worsley - Claire.Worsley@Cantium.Solutions
Matthew Fox - Matthew.Fox@Cantium.Solutions
About the Company
“Cantium Business Solutions” is owned by Kent County Council and provides tailored ICT, HR and Finance services to its customers across the UK; including support for all Kent County Council offices and over 600 Schools. We’re proud of our Public Sector heritage, which has given us a foundation in business delivery and infrastructure insight. This uniquely enables us to drive innovation and progressive practices to deliver the best value for our clients.