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Service Request Analyst

Role Responsibility

Role: Service Request Analyst
Salary: £19,582 - £22,500 per annum
Location: Kings Hill

Commercial Services Group is recruiting for an experienced Service Request Analyst, on behalf of its' sister company, Cantium Business Solutions.

The Role

We are looking for an enthusiastic individual to aid us with the processing and coordination of appropriate and timely responses to requests and incidents, including channelling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients informed of progress towards service provision and restoration

Key Duties

  • Receives and handles requests for support following agreed procedures. Responds to common requests for support by providing information to enable resolution and promptly allocates unresolved calls as appropriate. Maintains records and advises relevant persons of actions taken.
  • Following agreed procedures, receives and handles requests for information, and provides routine advice to users on systems, products and services which are available to them.
  • Provides an effective line between users and service providers, including documenting incidents, progress checking, and ensuring all diagnostic information is provided for error resolution and incident analysis.
  • Following BSC policies and guidelines for spending the council’s money, processes orders and requests for new products and services received.

What we need from you

  • Aware of customer service techniques for ensuring that full account is taken of customers’ real and stated needs in the delivery of IT services
  • Aware of the use of automated systems to the support of specific business functions or processes.
  • Aware of the IT infrastructure (hardware, databases, operating systems, local area networks etc) and the IT applications and service processes used within own organisation.
  • Educated to Level 2 qualification or equivalent to include English and Maths
    Experience of working in an IT Service Operation environment (desirable)

What Cantium can offer you

  • Minimum of 33 days holiday (inc. bank holidays)
  • Generous contributory pension scheme.
  • People focused culture with great communication and development opportunities.
  • A wide range of workplace wellbeing services.
  • Electric Car Scheme.
  • Employee shopping discount scheme.

We recognise that work isn't just somewhere you go for a set number of hours. Work is something we do. “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.

Contact Details

For further information please contact

HR Connect


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