Service Desk Agent

Undisclosed Company
Peterlee, County Durham
£14040 - £14500 per annum
16 Sep 2016
23 Sep 2016
Job Type
We have an exciting opportunity to recruit a Service Desk Agent for our Client based in Peterlee. The successful applicant will be responsible for delivering a 1st line support service via the Service Desk, receiving incidents and service requests from various routes including telephone and email.

Key Responsibilities:
- To deliver a 1st line support service via the Service Desk, receiving incidents and service requests from various routes including telephone and e-mail.
- Offering advice to end users and customers on all areas of IT, troubleshooting and ensuring desk standards are met. This will include working as part of a team, in order to share knowledge and work together to increase performance standards.
- Actively troubleshoot to identify, assess, record, resolve and / or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner.
- Help to implement and improve processes and procedures within the team allowing strong service focused deliverables.
- To improve users confidence in the use of computer software, being empathetic to a variety of new and experienced learners needs.
- Provide information in line with knowledge base to assist the second line support team when contacts are unreachable.
- You will manage tasks and activities which may require adjustments to priorities in order to satisfy business needs.
- Work within defined deadlines as part of a team and on an individual basis ensuring assigned work is effectively managed.
- Any other relevant/related tasks as required by the needs of the business.

Key Skills Required:
- Excellent communication skills at all levels
- Professional attitude and good telephone manner
- Ability to work under pressure and meet targets
- Good organisational skills and ability to prioritise workloads
- Customer focused
- Good level of numeracy and literacy
- Broad knowledge of IT
- Proficient in the use of Microsoft software packages

Desired Skills:
- Experience in a customer service role
- Experience in an IT service environment
- Experience in a contact centre environment
- Basic knowledge of ITIL processes
- Relevant ICT qualifications
- ITIL Qualifications
- Customer Service Qualifications
- GCSE A*- C in Maths and English or equivalent

Due to the business needs of this role SC security clearance is an essential requirement. If applicants do not currently have SC clearance they must have photographic ID in the form of a passport or driving license, that is in date and reflects the applicant's current address.

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