IT Service Desk Agent - Leighton Buzzard, United Kingdom - Connells Group

Connells Group
Connells Group
Verified Company
Leighton Buzzard, United Kingdom

1 week ago

Tom O´Connor

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Tom O´Connor

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Description

As a
Service Desk Agent your main duties will be taking incoming calls, logging tickets, evaluating and resolving/escalating IT incidents that are raised by the
Connells Group businesses.

The job is located in
Leighton Buzzard and is office based.


Responsibilities:


  • Endeavouring to provide all customers with the best level of customer service and support.
  • Answering incoming calls from end users in need of assistance.
  • Incident management with appropriate resolution or escalation within published service levels and ensuring contact is made with all customers within agreed timescales.
  • Logging a ticket for all incoming calls
  • Ensure high levels of call management and communication to all parties throughout the lifecycle of incidents.
  • Diagnosing all incidents and detailing this in individual tickets.
  • Provide appropriate resolutions or escalation within published Service Levels
  • Full understanding of major incident, escalation and support processes.
  • Full understanding of nature of business
  • To aim for continual improvement to give the best service possible to the business.

Requirements:


  • A sound understanding of the principles of customer service
  • Minimum 12 months in a customer service or service desk environment
  • A general understanding of:
  • Servers
  • Networking
  • Email
  • Internet
  • A good level of grammar and spelling.
  • Educated to GCSE Level (or equivalent) in Mathematics and English Language
  • Knowledge and experience of working with current IT Systems including a working knowledge of Microsoft core desktop product

About us

Connells Group is one of the largest and most successful estate agency and property services providers in the UK. Founded in 1936 and with a network of over 1200 branches nationwide, the Group combines residential sales and lettings expertise with a range of consumer and corporate services including new homes, mortgage services, conveyancing, EPC provision, surveying, corporate lettings, asset management, land & planning, LPA receivers and auctions.

CF00337


Job Reference:
CF00337
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