Customer Services Analyst (iSAMS), Level 3

Overview

We have an exciting internal opportunity within our Education Support team for a Customer Services Analyst. In this role, you will play a vital part in providing exceptional service to our valued customers. If you thrive in customer support, possess efficient ticket management skills, and excel in incident resolution, this role is for you. We are seeking individuals with a keen eye for detail, effective communication, and a proactive approach to delivering outstanding customer service.

 

What will you be doing?

 

As a Customer Services Analyst, your role will include:

 

• Handling calls, raising tickets, resolving issues, or escalating to relevant teams or third-party suppliers.
• Performing initial troubleshooting on customer queries and diagnostics.
• Utilising the Incident Management system to raise and resolve tickets.
• Keeping tickets up to date with progress on the Service Desk logging system.
• Classifying incoming requests and responding to all new tickets promptly.
• Dealing with 'How To' type queries and monitoring call flow.
• Recognising repetitive issues, trends, and raising awareness with team members.
• Identifying and recognising known/new bugs, escalating them for further investigation.
• Updating support forums and providing ad hoc training for clients.
• Training new and existing iSAMS Team members as required.
• Maintaining a good understanding of the iSAMS product and staying up to date with system developments.
• Sharing knowledge and feedback within the team to support process improvement.
• Undertaking other reasonable tasks or projects supporting iSAMS business needs.

 

What are we looking for?

 

This role is ideal for candidates with the following skills and experiences:

 

• Previous experience in a Service Desk/Helpdesk/Support environment, managing incidents through to resolution or escalation.
• Customer service experience, dealing directly with clients/customers.
• Proficiency in using a call logging system.
• Solid understanding of incident management and ITIL principles.
• Strong attention to detail, excellent organisational and communication skills.
• Analytical and methodical approach to problem-solving.

 

 

In addition to the core skills/experience above, the following competencies are essential for success in this position:

 

• Self-motivated team player.
• Adaptability to changing priorities.
• Flexible and 'can do' attitude to work.
• Ability and willingness to learn on the job.

 

Please note:

 

We occasionally close vacancies early in the event that we receive a high volume of applications. Therefore we recommend you apply as soon as possible.

Salary: Competitive plus bonus
Location: UK Remote