Service Desk Analyst - IT Consultancy Inside IR35 - Fully OnsiteOverview:I''m currently partnered with a leading IT consultancy delivering innovative data and digital solutions to a range of enterprise clients across sectors including retail, healthcare, and manufacturing. The team thrives on solving complex business challenges using modern technologies and are now looking to expand their data capability with a customer-focused Service Desk Analyst to join their dynamic team in Peterborough.Key Responsibilities:Communicate clearly and transparently with customers, keeping them informed and confident in the serviceWork within established policies and procedures to ensure high standards and complianceSeek opportunities to enhance the customer experience by identifying improvements to existing processesManage incidents involving vulnerable customers with care and sensitivityRecord, investigate and resolve customer complaints promptly, aiming for first-time resolutionReport any policy or process breaches swiftly and accuratelyUse various tools and platforms to maintain effective communication with customersIdentify issues through clear and confident communication, and deliver timely, appropriate resolutionsUse active listening and questioning techniques to fully understand the customer''s needs and manage incidents through to completionSkills and Experience Required:A confident and friendly telephone mannerStrong verbal and written communication skillsAbility to meet and exceed ..... full job details .....