Service Desk Agent

We are looking for IT Service Desk Agent to join our team responsible for providing first-line technical support to our customers via phone call, email and web chat.

This role involves troubleshooting hardware and software issues, resolving IT service requests, and ensuring timely resolution of incidents keeping to agreed SLA's and KPI's, while delivering excellent customer service.

Key Responsibilities

• Provide first-level technical support via phone, email, chat, or ticketing systems.
• Log, categorize, and prioritize incidents and service requests on a IT Service Management system.
• Diagnose and troubleshoot IT related issues.
• Resolve common IT issues related to Windows, Office 365 and user accounts.
• Escalate issues to second or third-line support teams.
• Manage user account administration including password resets and access permissions.
• Assist in maintenance of documentation for incidents, solutions, and procedures.
• Follow service desk processes and ensure SLA compliance.Monitor recurring issues and contribute to problem management.

Do you have experience in Technical support?, Do you have a GCSE?, * Good knowledge of Windows, Microsoft Office, and general IT.

• Strong troubleshooting and analytical skills.
• Excellent communication and customer service skills.
• Ability to work under pressure and manage multiple support tickets.

Preferred Skills (Not Essential)

• Previous experience in an IT Service Desk, Help Desk, or Technical Support role.Understanding of Active Directory and user account management., Educated to GCSE level minimum (or equivalent). Key Competencies

• Customer-focused approach

• Problem-solving mindset

• Attention to detail

• Time management and prioritization

• Team collaborationGood verbal and written communication skills.

• Our Service Desk operates between 8am to 6pm, Monday to Friday.40 hours per week.

We are recognised as a responsible and inclusive employer: Not only are we a certified Disability Confident Leader, a Times Top 50 employer for Gender Equality, a Top 75 employer for Social Mobility, accredited with the Living Wage Foundation and a signatory for the Race at Work Charter, but we are also committed to the United Nations standards for LGBTI+ and a Stonewall Top 100 Employer.