Weekend service desk agent
2 days ago
Join our Team At IT Naturally our team is like a family, we put people first whether that’s each other or the customer so in return we look after you.
We often get asked why we are called IT Naturally, we reply ‘because IT comes naturally to us”. All our team are experts in their field, and we reflect that in our company name. We pride ourselves on our customer service and our solutions. We actively encourage applications from individuals with disabilities and try to provide access, adjustments, equipment, or other practical support where required.
Our employee selection process comprises of an initial telephone call, psychometric test, and a face-to-face interview.
We offer a hybrid working environment with 2 shifts in our Peterborough office.
Salary - £24,500 + Night shift allowance
We require an agent to be able to work 12-hour shifts on days and nights (4-on, 4-off)
As a Service Desk Agent in IT Naturally you will be responsible for offering 1st and 2nd line support and technical assistance to our customers by helping them complete tasks or troubleshoot problems through diagnostic tests and remote access into their computers.
Serve as the first point of contact for customers seeking technical assistance over the phone or email or chat.
Perform remote troubleshooting through diagnostic techniques and relevant questions, determine the best solution based on the issue and details provided by the end user and walk the end user through the problem-solving process.
Record incidents and service requests and their resolution in a ITSM tool.
Use monitoring tools and respond to alerts and events as they occur to minimise disruption for the end user.
Provide 2nd line support to resolve workplace services, network, security and platform incidents and fulfilment.
Escalate unresolved issues to the 3rd level technical support teams and track progress and resolution.
Proven experience as an IT Service Desk Agent or other Customer Support role
Good understanding of computer systems, mobile devices, and other tech products
Excellent verbal and written English communication skills
GCSE Maths and English (minimum grade 4 or C)
ITIL certified or demonstrable experience of working in an ITIL environment
Company Pension with up to 6% matched contributions
Cycle to Work Scheme
Casual clothes and some branded clothing
Employee Discounts
Free Parking
Hybrid working: 2 days a week in our Peterborough office
Internal career development
Life insurance
Private healthcare with Bupa
Personal training plan
Your Birthday off
About IT Naturally
IT Naturally is a carbon neutral IT Infrastructure service provider. We welcome applications from people with backgrounds that are traditionally underrepresented in tech and truly believe diversity is the key to creativity and innovation.
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