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Customer Operations Analyst

Sheffield, GB

Job Title: Customer Operations Analyst

Job Function: Customer Operations/Services

Job Type: Permanent

Emp Type: Full time

Location: Sheffield

 

Does a role that has fantastic scope to develop your technical expertise and knowledge sound interesting?

 

Would you like to join a company that will invest in your career and help you develop your skills and knowledge that makes you feel valued?

 

We have an opportunity available to join our customer operations team in Sheffield. You will work within a close-knit team that is extremely well established and you will be responsible for providing best in class, first line helpdesk support to our clients, and acting as the central interface between our clients end users and the Customer Operations team. In addition, the Customer Operations Analyst acts as a solution finder, is pro-active in following up on concerns, and driving resolution activities to ensure a positive experience for clients.

 

Main duties:

· Respond promptly to all client end-user queries, supporting and diagnosing issues, following up through to resolution and ensuring the highest level of service is provided to clients.

· Utilise and update Insight’s knowledge management system.

· Work within Insight’s Technology Services Management (ITSM) solution to deliver event management, incident management and service request fulfilment processes efficiently and effectively.

· Manage access requirement requests following defined approval processes.

· Communicate all relevant service details in an appropriate way for the client and the nature of service that has been provided, recording any actions taken.

· Coordinate engineering resources, either internal or third party and update the customer accordingly.

· Ensure hierarchical and technical escalations are made and clients are updated, as necessary.

This list is not exhaustive, you will be required to take on additional responsibilities as reasonably requested by your manager.

 

Skills required:

· Previous experience of working on an IT service desk and monitoring customer environments

· Understanding of Microsoft office suite (Excel, Word, Outlook)

· Excellent attention to detail, problem solving skills and ability to resolve complex issues

· Enjoy developing friendly, positive and supportive working relationships with both internal and external clients, providing them with exceptional customer service

· Basic understanding of the ITIL foundation framework

About Insight: 

We believe that by giving you the freedom to think big and empower you to reach your full potential, together we will achieve the best outcomes.  Along with excellent benefits and a compelling reward package, we offer the opportunity to work in a supportive environment with a high level of autonomy and creativity - there’s a reason our average employee tenure is over 6 years.   

We strive to display our three core values of Hunger, Heart and Harmony every day. They represent and drive who we are here at Insight and by doing so we are doing amazing things. Insight started in a garage in 1988 and it is through harnessing our three core values that two brothers, Eric and Tim Crown, steered Insight to the Fortune 500 company it is today. We are now a Global IT Services and Solutions business, passionate about helping customers and the real people who sit behind them. 

 

Application Details: 

Insight is an equal opportunity employer, and we are committed to achieving diversity and equality within our organisation. We seek out people from diverse backgrounds and encourage you to apply. 

We will endeavour to contact you within five business days, should we feel your profile is a good match for this role. If you do not hear from us within this timeframe, please presume that on this occasion, your application was not successful. 

 

A full job description will be provided upon application.