IT Service Centre Analyst (6 months contract)

Business Systems
About The Role
To provide 1st line phone support and 2nd line hardware support as part of the Motability Operations IT Service Centre. This is a predominately customer service focused role, which is a phone based role alongside hardware fault diagnostics for Desktops, laptops and mobile phones. You will be responsible for call logging and resolution, taking ownership and management of internal customer issues, setting expectations whilst meeting the needs of the Business.
Responsibilities include:
  • To respond in a professional, friendly, supportive, helpful and timely manner to all customers who contact the Service Centre via telephone or in person
  • To provide ‘tier one’ desktop support to internal customers and answer incoming calls
  • Take ownership of issues raised and manage customer expectations, providing regular contact and progress updates, as agreed
  • Act as a liaison with handover points (Business Systems) to drive through a resolution on behalf of the customer and deliver in accordance with agreed timelines
  • Actively and professionally represent the IT Service Centre throughout the organization
  • Use sound judgment and make decisions that will maximize customer satisfaction
  • Strive to continually improve personal performance in order to achieve team and departmental SLA’s and KPI’s
  • Take responsibility for continuous self-development and own learning, progressing to tier two support and account management, providing an outstanding and professional support to specific areas of the business
  • Contribute ideas and suggestions for the proactive improvement and effectiveness of the Service Centre delivery
  • Deal with issues with minimum supervision
About You

You will have gained the following experience/skills:

  • Experience working in a Customer Service or Service Centre environment
  • Strong customer service and problem solving skills

Experience supporting the following systems/technologies:

  • Microsoft Windows 7 in an enterprise environment
  • Administrating Microsoft Active Directory 2008
  • Microsoft Exchange 2010
  • Microsoft Office 2010
  • Remote connectivity/VPN
  • LAN/WAN technologies
  • HP hardware (Laptops and Desktops)
  • Citrix
  • Printers/Multi-Function Devices
  • Sophos
  • Landesk Servicedesk and Landesk Total User Management
  • ios Apple devices
  • o365
About The Company
At Motability Operations Ltd we provide a unique mobility proposition for the specific needs of people with disabilities by leasing cars, scooters and powered wheelchairs to those in receipt of Disability Living Allowance and Personal Independence Payment. We are the largest car fleet operator in the UK (purchasing around 10% of all the new cars sold in the UK) and have over 625,000 customers. We pride ourselves on delivering outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10.

Our values are at the heart of everything we do and our people demonstrate these values:
  • Empowerment
  • Empathy
  • Inclusion
  • Forward thinking
  • Excellence

What’s on offer
As a Motability Operations Ltd team member you can expect:

  • 27 days holiday (pro rata) in addition to bank holidays
  • 15% non-contributory pension after probation
  • Private healthcare
  • Life assurance
  • Season ticket loans
  • Voluntary benefits such as health checks and gym membership

Unfortunately Motability Operations Ltd is unable to provide visa sponsorship; therefore applicants applying to work with Motability Operations Ltd must be eligible to work in the UK.