IT Service Desk Agent

As a Service Desk Agent in IT Naturally you will be responsible for offering 1st and 2nd line support and technical assistance to our customers by helping them complete tasks or troubleshoot problems through diagnostic tests and remote access into their computers.

Role Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone or email or chat.
• Perform remote troubleshooting through diagnostic techniques and relevant questions, determine the best solution based on the issue and details provided by the end user and walk the end user through the problem-solving process.
• Record incidents and service requests and their resolution in a ITSM tool.
• Use monitoring tools and respond to alerts and events as they occur to minimise disruption for the end user.
• Provide 2nd line support to resolve workplace services, network, security and platform incidents and fulfilment.
• Update and maintain knowledge and standard operating procedures.
• Follow-up and update the end users on status and information.
• Identify and suggest possible improvements on procedures and pass on any feedback or suggestions by customers to the appropriate internal teams.
• Escalate unresolved issues to the 3rd level technical support teams and track progress and resolution.

Do you have experience in ITIL?, * Proven experience as an IT service desk agent or other customer support role

• Good understanding of computer systems, mobile devices and other tech products
• Excellent verbal and written English communication skills
• Problem solving and remaining calm under pressure
• GCSE Maths and English (minimum grade 4 or C)
• ITIL certified or demonstrable experience of working in an ITIL environment, * Customer support: 2 years (required)

• From £26,000 per year
• Offered initially on a 6-month fixed-term contract (with full benefits), Job Types: Full-time, Fixed term contract Contract length: 6 months

Pay: From £26,000.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• Employee discount
• Enhanced maternity leave
• Enhanced paternity leave
• Free flu jabs
• Free parking
• Life insurance
• On-site parking
• Private medical insurance
• Sick pay