ICT Service Desk Agent

ICT Service Desk Agent

Join our team as an ICT Service Desk Agent, where you will be the first point of contact for IT-related queries. This role is ideal for someone with strong customer service skills and an interest in IT, looking to expand their knowledge and experience in a dynamic environment.

Day to Day of the Role:

• Work on the ICT Service Desk, accurately recording all calls offered by either phone or email into the Service Management Tool (SMT).
• Perform accurate assessment of calls, aiming for a first-time fix where possible.
• Provide technically accurate solutions to users and customers, aiming to resolve 75% of incidents at the first point of contact.
• Allocate unresolved incidents and RFCs to the correct section of ICT services, ensuring accurate and sufficient problem determination has been attempted at first point of contact.
• Maintain the accuracy of the Service Management Tool and related databases by updating new user information, relocations, etc.
• Liaise directly with external maintenance suppliers and update internal customers as incidents are resolved or RFCs are released into the production environment.
• Produce statistical reports from the SMT and participate in quality control groups to identify service quality improvements.
• Participate in Change Advisory Boards, considering the risk and impact of releasing changes into the production environment.
• Manage, prioritise, and chase outstanding calls with appropriate staff within ICT and external suppliers.

Required Skills & Qualifications:

• Strong customer service skills.
• A keen interest in IT and willingness to learn.
• Ability to work effectively both independently and as part of a team.
• Excellent communication and interpersonal skills.
• Experience in using IT systems and software.
• Familiarity with ITIL best practices is advantageous but not required.

Benefits:

• Exposure to a professional IT environment.
• Opportunity to develop IT and customer service skills.
• Competitive contract rates.

To apply for the Service Desk Agent position, please submit your CV and a cover letter detailing your customer service experience and your interest in IT.