Career Opportunities: IT Service Desk Agent - Chesterfield, United Kingdom - Post Office
Description
Summary
Salary: Competitive Salary & Benefits
Grade: 2B
Reporting Line: IT Service Desk Team Leader
Contract Type: Permanent
Location: Chesterfield
Closing Date: 23rd April 2024
What to expect
As an IT Service Desk Agent you will join us on our journey and undertake a truly valuable role responsible for resolving Software, Hardware, and Network-related issues to ensure the smooth functioning of Technology Services. The IT Service Desk Agent acts as the first point of contact for users seeking technical assistance, and they must possess excellent communication and problem-solving skills to effectively address user concerns.
You will be working to provide timely and effective technical support to end-users via phone, email, chat, or in-person. Assist users with troubleshooting hardware, software, and network issues, and guide them through problem resolution steps.
This role offers you an exciting opportunity to collaborate with other support professionals, technicians, or developers. Strong teamwork and collaboration skills are essential for effective problem resolution and knowledge sharing.
What we can do for you
Our people are the driving force behind our business, we are proud of the energy, commitment and customer focus we have in common. In addition to the competitive salary we offer, in return for your hard work, you will also receive:
• 25 days annual leave that increases with tenure
• Up to 10% on target bonus opportunity
• Access to Benenden Healthcare
• Generous pension contribution
• Life assurance
• Income protection after 12 months service
• Full support from our employee assistance programme and access to our employee benefits platform
• Ever-evolving learning and development opportunities
At Post Office our commitment to embracing diversity extends beyond just words, we actively foster an inclusive workplace culture that values the unique perspectives and contributions from all colleagues. We believe that Equity, Diversity, and Inclusion is not only important but essential to our success and growth; our priority is building a business that represents the communities across the nation. We are an equal opportunity employer, and we embrace our employees' differences; Post Office wants people from all walks of life working here and we welcome your application. That's how we build Everybody's Business.
What you'll need to succeed
You will demonstrate patience, even in challenging situations. Understand that customers may be frustrated therefore you will respond with empathy and understanding. As an IT Service Desk Agent, You will:
• Provide timely and effective technical support to end-users via phone, email, chat, or in-person. Assist users with troubleshooting hardware, software, and network issues, and guide them through problem resolution steps.
• Identify, diagnose, and resolve technical problems reported by end-users. Escalate complex issues to the appropriate IT teams or senior support staff for further investigation and resolution.
• Document all support requests, incidents, and solutions in the helpdesk ticketing system or incident management tool. Ensure accurate and detailed records are maintained to track the progress and resolution of each reported issue.
• Put the customer at the centre of your interactions and prioritise their needs and satisfaction. Listen actively, empathize with their concerns, and provide personalised assistance.
• Develop strong analytical and problem-solving abilities to diagnose and resolve customer issues. Utilise a logical and structured approach to troubleshoot problems, identify root causes, and propose effective solutions.
• Prioritise tasks and manage your time effectively to ensure timely responses to customer inquiries. Strive to meet or exceed service level agreements (SLAs) and keep customers informed about progress or delays.
About us
Post Office is an integral part of every community, upheld by the dedication and service of our postmasters. In a world that's constantly evolving, we recognise the importance of adapting and growing. As we navigate the shifting landscapes of a digital age, our commitment to evolving is stronger than ever; without losing the essence of personal touch that defines us. Our journey forward is one of reflection, learning, and positive change.
Whilst there is much work to be done, we're looking for people ready to think differently in tackling the challenges ahead – people who possess resilience and a deep sense of responsibility towards our postmasters and the communities they serve. This mission drives us, ensuring that we remain focused on our purpose and strategic intent. If you're inspired by the prospect of making a meaningful difference and contributing to a future where Post Office can stand as a model of renewed progress and integrity, we want to hear from you. Join us on our journey in making Post Office a business that belongs to and serves everyone, shaping a new future legacy.