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IT Service Desk Agent

3 months ago

Leighton Buzzard, Central Bedfordshire, United Kingdom Connells Group HQ Full time
Job Description As a Service Desk Agent, your main duties include taking incoming calls, logging tickets, evaluating and resolving/escalating IT incidents for the Connells Group businesses. The position is based in Leighton Buzzard and is office-based, where you will work independently with minimal supervision, ensuring high accuracy and consistency in your work. You will need to adhere to service policies and procedures to deliver top-notch customer service to Connells Group clients. Responsibilities:
  • Providing top-level customer service and support to all clients.
  • Handling incoming calls from end users requiring assistance.
  • Managing incidents by resolving or escalating them within specified service levels and ensuring timely communication with customers.
  • Offering 1st line support for internal and external applications, websites, and services.
  • Logging tickets for all incoming calls and managing calls effectively throughout the incident lifecycle.
  • Diagnosing incidents and documenting them in individual tickets.
  • Having a full understanding of major incident, escalation, and support processes.
  • Understanding the nature of the business and striving for continuous improvement in service delivery.
Requirements:
  • A strong grasp of customer service principles.
  • Minimum of 12 months experience in a customer service or service desk role. A basic understanding of:
    • Servers
    • Networking
    • Email
    • Internet
  • Good grammar and spelling skills.
  • GCSE Level (or equivalent) education in Mathematics and English Language.
  • Knowledge and experience with current IT systems, including Microsoft desktop products.

About the Company:

Connells Group is a leading estate agency and property services provider in the UK. Established in 1936, with a nationwide network of over 1200 branches, the Group offers residential sales and lettings services along with various consumer and corporate services such as new homes, mortgage services, conveyancing, EPC provision, surveying, corporate lettings, and auctions.

Connells Group UK is dedicated to equal employment opportunities, welcoming applications from qualified candidates irrespective of sex, race, disability, age, or other diverse backgrounds.