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Service Desk Agent

Employer
Undisclosed Company
Location
Newcastle upon Tyne, Tyne and Wear
Salary
£15000 - £15800 per annum
Closing date
21 Mar 2018

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Sector
IT
Job Type
Permanent
Hours
Full-time

Our leading IT Client is looking to recruit Service Desk Agents to join a new team in Newcastle.

Ideally with experience in a customer service/contact centre role, you will provide a customer sensitive, responsive support, fault resolution and advice service.

You will deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone and email. This service will ensure the maximum availability, performance and utilisation of information systems for customers on behalf of the client.

Responsibilities:
* Offering advice to end users and customers on all areas of IT, troubleshooting and ensuring desk standards are met
* 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

The ideal candidate will have knowledge of IT and be proficient in the use of Microsoft software packages. Knowledge of ITIL processes would be preferred but is not essential.

You will have excellent communication skills, a professional attitude and a good telephone manner. You will also have the ability to work under pressure and meet targets.

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