Service Desk Agent

You’ll be providing an excellent IT customer experience to the required standards, working closely with the Incident Management Request Fulfilment team to improve the quality of information to be used by 3rd party support teams to improve the incident resolution times.
Contribute to team success, by demonstrating values, sharing knowledge and best practice.
Being the first-time contact for IT issues from , also providing support to management.
Receiving, logging, and managing calls from internal employees via telephone, email, self-service, and Digital Drop-in Clinics.
Continually improving the incident resolution times and identifying opportunities to increase first time fix rate.
1st and 2nd line support - troubleshooting of IT related incidents from in-house software, O365 suite to hardware issues such as mobile phones, Laptops, PCs, printers etc.
Take ownership of user incidents and follow up the status of incidents on behalf of the user and communicate progress in a timely manner.
Within the Digital Drop-in Clinic, providing hands-on support, swapping out of IT equipment. This can grow to office and equipment moves, taking ownership of user incidents, and follow up on the status of incidents on behalf of the user, and communicating progress in a timely manner.
Update the Service Now ticketing system, ensuring the call has been logged and all notes, progress and required actions have been input promptly and accurately.

Qualification and Experience required

Apply Now

Job Details