Service Desk Analyst

3 weeks ago

Vadodara, India Civica UK Ltd Full time

Role Purpose

To assist Civica’s customers ensuring an excellent customer experience is delivered in every interaction. First Line Support Analysts are the Face of Civica and are key to the success of the Second line and Specialist teams

Requirements

Principal Accountabilities

· In this role, you will collaborate with various teams and external stakeholders that deliver IT service management in

· Being the first point of contact for customers seeking assistance over the phone or via email.

· Ensuring that incidents and requests are logged within CSD (Civica Service Desk) in a clear, concise, and professional manner, ensuring all necessary details are accurately captured and the ticket is assigned to the correct resolver group.

·  Ensuring the correct the severity is identified, based on business impact according to the Priority Matrix, and where necessary escalating high priority tickets.

· Reading/ Writing of knowledge articles in Civica’s KMS (Knowledge Management System).

· Assist in resolving tickets where possible by identifying repeat issues, troubleshooting, and using the KMS.

· Recognising trends in ticket types being logged and flagging to the First Line Team Leader.

· Duties and responsibilities of your role may change from time to time to meet the needs and requirements of the business.

Essential Competencies

· At least 1+ year’s IT Support experience

· Excellent verbal and written communication skills and the ability to interact professionally with a diverse group (Internal and external stakeholders) whilst providing an excellent customer experience.

· Ability to meet, and even exceed, KPIs.

· High attention to detail with strong problem-solving skills

· Excellent phone manner

· Ability to work well in a team environment

Preferred Skills

· ITIL certified.

· Business analysis skills

· Demonstrated relationship management skills.

· Excellent presentation skills

· Bachelor’s / Diploma of Information Technology or relevant work experience within a contact centre environment.

Benefits

Life at Civica

Life at Civica: Life at Civica is fun and flexible. We have the following benefits that make us – one of the top employers of choice and a great place to work.

 

Civica Foundation | Giving Culture: We encourage our people to take advantage of our Days of Difference initiative that makes a lasting impact in the community through goodness and charity.

 

Civica Culture | Work life balance and Blended working: Flexible working, less commuting and more time with friends and family gives a perfect work life balance to our people.

 

Learning and Development | Growth Opportunities: Civica has a unique 70:20:10 learning model, which supports your learning demands in an interesting, challenging & fun way

 

Benefits

Employee Wellbeing: Being a people-first company, we have integrated health and wellbeing benefits for our members and their family. We have a team of Mental Health Champions working hard to change the stigma around Mental Health. We routinely run awareness workshops to ensure our colleagues better understand how Mental Health can impact your day-to-day life. We are available for support when you need it most and actively encourage our people to reach out to us.

Generous Leave Policy: Civica allows you to take time off from work with generous leave benefits.

Rewards and Recognition: We recognise and appreciate our colleagues for their contribution by monetary/non-monetary recognitions and rewards.

Tenure Milestone Recognition: We value and recognise the years of service of our people.

Employee-led Affinity Groups: Civica has different affinity groups in place, where people can share experiences and put forward their ideas, suggestions, and recommendations to make Civica an even more inclusive organisation for everyone. Our groups are for anyone who wants to support and ally with that community.

 

Civica Accolades:

‘Investors in People’ – Gold: We prioritise the development of our colleagues to match their ambition.

Great Place to Work: We are dedicated to creating an outstanding employee experience.

Financial Times - Diversity Leader 2023: We’re committed to maintaining an inclusive and supportive culture.

Australian Business Awards – Employer of choice.

Top rated employer – Glassdoor: Our average length of service is 9 years.

Societal Impact: Our solutions impact positive societal change, supporting local Authorities, Schools, Police forces, the NHS and numerous Central Government offices.

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