Service Desk Agent (Ref 54)

We are looking for a Service Desk Agent to provide a single point of contact for users, dealing with the management of both routine and non-routine incidents, problems and requests.  The incumbent will provide first-line support for incidents and:

• Work under supervision, supporting standard technical queries related to a single product/small set of products (e.g. Microsoft products, operating system, basic networking, PCs).
• Develop an understanding of customer’s environment and service delivery requirements to enable the delivery of a first class service.
• Document actions taken in resolving routine customer enquiries ensuring established processes/systems are followed.
• Take ownership for listening to and understanding basic customer problems asking relevant questions to resolve typically known problems within required timescales. Knows when problems are ‘beyond them’ and escalates so they can be resolved.
• Escalate issues as necessary to deliver required service level and meet or exceed customer expectation/SLAs. Monitors performance through statistical reporting and analysis.
• Act as a team player and is viewed by colleagues as a helpful and effective member of the team.