Title: Service Desk Agent
Reports to: Operations Manager/Team Leader/Deputy Team Leader
Service Desk Agent working in the HPE site in Erskine, great opportunity for anyone interested in IT/Admin with starting salary of £10,000 increasing to £15,000
Not looking for any formal IT qualification though qualifications in Computing, Admin or Business would be an advantage.
We are looking to run a programme of support either next week or w/c 13th of March where the employer will come into speak to the potential candidates & then we will help with CVs and interview prep.
Interviews will be help on w/c 20th of March.
Purpose: The post holder will be a member of a team of Service Desk Agents providing a customer sensitive, responsive support, fault resolution and advice service, which ensures the maximum availability, performance and utilisation of information systems for customers on behalf of our client HPE.
Duties/Responsibilities:
- To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone and e-mail.
- Offering advice to end users and customers on all areas of IT, troubleshooting and ensuring desk standards are met. This will include working as part of a team, in order to share knowledge and work together to increase performance standards.
- Actively troubleshoot to identify, assess, record, resolve and / or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner.
- Help to implement and improve processes and procedures within the team allowing strong service focused deliverables.
- To improve users confidence in the use of computer software, being empathetic to a variety of new and experienced learners needs.
- Provide information in line with knowledge base to assist the second line support team when contacts are unreachable.
- You will manage tasks and activities which may require adjustments to priorities in order to satisfy business needs.
- Work within defined deadlines as part of a team and on an individual basis ensuring assigned work is effectively managed.
- Adherence of all Manpower policies and procedures in the employee handbook and other site specific policies and procedures including but not limited to: absence reporting and dignity at work.
- Adherence of all HPE policies and procedures which are relevant to contingent workers such as security training and site health & safety.
- Any other relevant/related tasks as required by the needs of the business.
Person Specification
| Experience | Preferred
· Experience in a customer service role · Experience in an IT/IT service environment · Experience in a contact centre environment |
| Skills | Essential
· Excellent communication skills at all levels · Professional attitude and good telephone manor · Ability to work under pressure and meet targets · Good organisational skills and ability to prioritise workloads · Customer focused · Good level of numeracy and literacy |
| Knowledge | Essential
· Broad knowledge of IT · Proficient in the use of Microsoft software packages
Preferred · Basic knowledge of ITIL processes |
| Qualifications | Preferred
· Relevant ICT qualifications · ITIL Qualifications · Customer Service Qualifications · GCSE A*- C in Maths and English or equivalent |
| Other | Role subject to essential security clearance where applicable |
