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1st Line Support Analyst - Cantium Business Solutions

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ICT
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19002020 Requisition #
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| Salary dependent on experience | Permanent Full Time, 37 hours per week |

“Cantium Business Solutions” is owned by Kent County Council and provides tailored ICT, HR and Finance services to its customers across the UK; including support for all Kent County Council offices and over 600 Schools. We’re proud of our Public Sector heritage, which has given us a foundation in business delivery and infrastructure insight. This uniquely enables us to drive innovation and progressive practices to deliver the best value for our clients.

Whilst this post is advertised via KCC your employment will be with Cantium Business Solutions.

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Are you motivated, have excellent interpersonal and customer care skills and a positive attitude? Cantium Business Solutions are a wholly owned company of Kent County Council and we are looking for a 1st Line Service Desk Analyst.

The ICT Service Desk consists of several support teams, we are the first point of contact for our customers and we provide a quality, positive service to a growing ICT customer base including Kent County Council, EIS schools, Invicta Law, Sleeping Giant Media and many more!

You will be responsible for answering calls and responding to emails, providing accurate call descriptions using processes and procedures all stored within our knowledge base. Providing a service to a broad spectrum of customers – anything from basic IT troubleshooting to how do I’s?

You will receive full training across all aspects of the role which is provided by an induction buddy. This includes overviews, customer service coaching, an ITIL certification and an opportunity to meet other teams across Cantium Business Solutions.

You’ll have an easy to access and search library of processes and procedures at your fingertips. You’ll be fully supported by a large team of people along with great supportive management who’ll coach you in regular conversations and 1:1s.

We are looking for good team players who understand what good customer service is. As long as you have a basic level of knowledge in ICT, we can teach the rest!

We pride ourselves on being supportive and personal. To be an excellent 1st Line Analyst, you’ll need to have:

- A genuine passion for customer service
- Excellent Listening Skills
- Strong communication skills
- Effective Time Management
- The drive to stay up to date with our processes and procedures
- An openness to feedback and confidence working with others
- A basic understanding of IT
- Initiative and common sense
- A good team ethic
- Ability to troubleshoot and learn new skills quickly

Benefits include:

- Annual Leave: On entry - 25 days; After 5 years - 28 days
- Public Holidays: Paid holiday will normally be given on or in respect of the eight public holidays. In addition, a paid concessionary day (as determined by Cantium Business Solutions) may be given at Christmas.
- Kent Rewards: Shopping cashback and discounts from over 12000 retailers; Discounted high street vouchers and top up cards
- Staff Care Services: Occupational Health; Support Line – confidential counselling service
- Pension Scheme: Royal London

What are you waiting for?

You will need to demonstrate an excellent command of written and spoken English along with a professional and confident telephone manner.

A good working knowledge of MS Office applications and Windows is a requirement of this role.

The ICT Service Desk operates between the hours of 8.00am and 5.30pm, Monday to Friday. You will be required to work to a shift pattern within those hours on a rota basis:

8:00 – 16:00
08:30 – 16:30
09:00 – 17:00
09:00 – 17:30

Successful applicants will be contacted by Friday 5th July and will be invited to attend a brief pre-selection interview, which will be held on Wednesday 10th July at Cantium House, Maidstone.

Final interviews will take place in the format of an Assessment Centre at EIS, Shepway Centre, Oxford Road, ME15 8AW.

Previous applicants need not apply.

This post is subject to a Basic Disclosure Application to the Disclosure and Barring Service.

To view and download the job description and person specification for this role please click here.

For further information on this role please contact Kasey Oldman on 07450 213295.

Closing date: 1st July 2019

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