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

Connells Group

Verified Company

Leighton Buzzard, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

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Description

We're looking for a highly motivated
Service Desk Agent to join our IT team in
Leighton Buzzard. 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.

Key Responsibilities:

Complete both simple and complex request across all areas of the company
Endeavouring to provide all customers with the best level of customer service and support.
Ensure high levels of call management and communication to all parties throughout the lifecycle of requests.
Provide appropriate resolutions or escalation within published Service Levels
Full understanding of escalation and support processes
To aim for continual improvement to give the best service possible to the business.
Consistently meeting or exceeding service level agreements (SLAs) for response and resolution times.
Contributing to the development or improvement of the service desk knowledge base.
Successfully handling and resolving complex technical requests.
Collaborating effectively with other IT teams, leading to quicker problem resolution.
Being recognised for exceptional customer service skills and teamwork.
Helping to implement new tools or technologies to enhance request management processes.

Requirements:

A sound understanding of the principles of customer service
Minimum 12 months in a customer service or service desk environment
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
A general understanding of Active Directory, GDPR, Software installations, Access Management, Networking, Email and Internet.

Connells Group is one of the largest and most successful estate agency and property services providers in the UK and as of March 2021 also encompasses Countrywide. Founded in 1936 and with a network of over 1,250 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.

CF00310

Job Reference:
CF00310