Customer Service Analyst

Location: York, Wellington (Onsite)

Contract: 6 months

A bit about the job

Are you passionate about delivering excellent customer service and interested in developing a career in IT?

We're looking for a motivated, customer-focused Customer Service Analyst to join our busy and supportive team. This is an exciting opportunity for someone who enjoys helping others, solving problems and learning new skills.

You don't need to be an IT expert to succeed in this role. Full training and ongoing support will be provided, giving you the opportunity to build your technical knowledge and develop your career, with the potential for a permanent position.

We believe in providing a first-class service. We think, talk and act "customer", not tickets .

Skills and experience we're looking for

• Excellent customer service skills, with a genuine passion for helping others.
• Strong verbal and written communication skills.
• Good attention to detail and a commitment to accuracy.
• A positive, proactive attitude with the ability to learn quickly.
• Strong problem-solving skills and the confidence to guide customers towards solutions.
• Reliability, consistency and the ability to work effectively as part of a team.
• An interest in technology and a willingness to develop IT knowledge.

Day-to-day responsibilities

• Provide high-quality support to internal colleagues across the UK via telephone, live chat and self-service channels.
• Respond to IT-related queries, requests and incidents, ensuring a positive customer experience.
• Remotely access and support devices where appropriate, applying known fixes and troubleshooting issues.
• Follow established procedures to support applications, operating systems, hardware, mobile devices and cloud-based solutions.
• Investigate problems, identify solutions and confidently guide colleagues through the steps needed to resolve their issues.
• Work within agreed service levels and contribute to team targets by resolving queries efficiently and effectively.
• Maintain accurate records and ensure a consistent, reliable approach to every customer interaction.

Desirable experience

• An understanding of Microsoft tools and applications.
• Experience using IT equipment in a busin