Line Support - IT Service Desk Agent

We are looking for a positive, flexible, and customer-focused individual to join our team as a 1st Line Service Desk Agent. This is an opportunity is to support a wider IT operation and this is an interim mode of operation where we manually transcribe ticket details and update from one ticketing system to another. This role will require a solid attention to detail and to ensure the tickets comply with standard processes for progression. Full training and support will be given on the job.

Main responsibilities of the role:

• Manually transcribe ticket details and update from one ticketing system to another.
• Queue Management: Manage individual queues to given targets with zero intervention from Team Leader such as: - Ticket logs are maintained in a timely and efficient manner (in line with SLA's) - Constantly review all tickets in 1LS queues (supporting set KPI's) - Working to aid avoidance of SLA breach on tickets - Manage aged tickets to closure.
• Team Working: Makes solid efforts to integrate into the team and positively contributes to Team objectives and morale. Demonstrates willingness to work across teams.
• Communication: Demonstrates clear and concise written, oral and listening skills, extending to communicating technical jargon in simple terms to customers and in an appropriate manner.
• Problem Solving and Decision Making: Shows evidence of handling majority of issues/problem escalations and suggest resolutions with minimum prompting from 2LS / Team Leader.
• Customer Service: Demonstrates awareness of customer and business needs.
• Call/contact and Ticket Quality: Demonstrates expected Quality requirements consistently.
• Tools: Can quickly pick up the ticket logging tool and other systems consistently used by the Service Desk.
• Supporting on the DWP ASIS Resource Requests.

• Customer service skills.
• IT Skills
• Clearance application required for this role - minimum 5-year UK address history. Client BPSS, and SC (security clearance) required.

• We offer a pre-12-week arrangement of 25 days annual leave per annum, which will increase to 33 days post 12-week arrangement.
• Staff discounts (range of lifestyle goods and services)
• Pension contribution
• Personal Accident Insurance
• Eye care vouchers
• Referral Schemes
• MyPath Development programme (our Global Programme through dedicated Talent coaches that have been accredited to guide employees through a portal of specifically identified online courses through PowerYou training portal)

Please note that this is a Temporary ongoing contract.