Service Desk Agent - Wakefield, United Kingdom - Project People
Description
As a Service Desk Agent you will provide a single point of contact for users, dealing with the management of both routine and non-routine incidents, problems and requests.
Provision of 1st line support for incidents.Key Accountabilities
Technical Capability. Works under supervision, supporting standard technical queries related to a single product/small set of products (e.g. Microsoft products, operating system, basic networking, PCs).
Business Awareness. Develops an understanding of customer's environment and service delivery requirements to enable the delivery of a first class service.
Process. Documents actions taken in resolving routine customer enquiries ensuring established processes/systems are followed.
Problem Solving. Takes ownership for listening to and understanding basic customer problems asking relevant questions to resolve typically known problems within required timescales. Knows when problems are 'beyond them' and escalates so they can be resolved.
Service Level. Escalates issues as necessary to deliver required service level and meet or exceed customer expectation/SLAs. Monitors performance through statistical reporting and analysis.
Team Working. Acts as a team player and is viewed by colleagues as a helpful and effective member of the team.
Personal Development Takes ownership of own development and has a development plan in place.
Experience
- Feedback from customers, colleagues and team managers.
- Technical assessments if applicable
- Evidence of sharing and reuse of knowledge.
- Correct management of processes followed to deliver the service.
- Percentage of customer problems resolved within required timescales.
- Meeting service level requirements.
Job Types:
Full-time, Temporary contract, Temp to perm
Contract length: 6 months
Schedule:
- Monday to Friday
- Weekend availability
Application question(s):
- Do you have an in date passport?
Work Location:
One location
Reference ID:
FJ-JH-M
More jobs from Project People
-
Finance Operations Manager
Theale, United Kingdom - 3 weeks ago
-
head of information security operations- contract
London, United Kingdom - 3 weeks ago
-
Sr. Legal Counsel- Marketing Media
Reading, United Kingdom - 1 week ago
-
3rd Line WAN Network Support
Co. West Midlands, United Kingdom - 3 weeks ago
-
Procurement Manager
Reading, United Kingdom - 3 weeks ago
-
Digital Technology Architect
England, United Kingdom - 4 weeks ago