IT Service Desk Agent

Shaw Daniels Solutions ,
Farnborough, Hampshire
More Details
Salary: Up to £28,000 per annum

Overview

Job Description/Person Specification - IT Service Desk Agent · To provide 247365 IT Service Desk initial contact support to internal and external customers, providing support on all IT-supported software and hardware and mobile communications. · Responsible for the management, order and distribution of software, hardware and mobile devices and also for ensuring a high level of customer service for service requests. · Requests will be received via phone, email or in person. · The current corporate IT estate comprises of 1,600 desktops, 4,600 laptops, 700 mobiles phones, 1,900 smart devices – all supported through the IT Service Desk along with a monthly volume of 4,500 requests. Key Accountabilities - IT Service Desk Agent · To provide 1st and 2nd line technical support; providing customer support via phone, email and drop-in visits into the Service Desk maintaining a high degree of customer service at all times. · To log, update and manage all calls via the IT call logging system relating to the Company’s support of all software and hardware in the Operational environment. · Adhere to all service management principles, including the company’s software licensing processes. · Responsible for Software License Management including the ordering and distribution of software. · To manage and safeguard the confidentiality, integrity and availability of company and customer information. · Ensure compliance with organisation policies, procedures and work instructions. · To take ownership of problems and be proactive when dealing with all issues. · To allocate technical calls to the relevant resolver group, initiate escalation procedures and manage incidents. · Liaison with third party suppliers as required. · Handling VIP support calls in a professional manner. · Proactively investigating ways to reduce common issues and publishing self-help guides to assist the customer base.In turn this gives time back to the business. · Responsible for update and maintenance of accurate internal work instructions and processes. Key Capabilities & Knowledge - IT Service Desk Agent · Excellent customer service skills both face-to-face and over the telephone · Effective interpersonal and relationship-building skills · Strong written and oral communication skills · Attention to detail · Patience · Logical · Flexible – ability to work a 247365 shift with potential requirements for shift change at short notice · Professional Image · Enthusiastic · Customer Centric · Relentless focus on improving processes · Keen interest in IT · Ability to prioritise Experience & Qualifications - IT Service Desk Agent · Previous experience of working in a busy Service Desk environment · ITIL Foundation V3 or V4 certification (desirable) · CompTIA A qualification (desirable) · Understanding of mobile telephony and smart devices · Understanding of Active Directory · Understanding of Networking · Experience of working to defined service levels and service catalogue · This role requires SC clearance · Support knowledge of Windows Win 7/10/iOS Operating Systems · Support knowledge of Microsoft Office 2010/2016 packages (Office 365 desirable) This job was originally posted as www.cwjobs.co.uk/job/89933237

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