Customer Service Center Agent

IT Customer Service Center Agent (Level 2)OverviewThe IT Customer Service Centre Team Agent provides technical support and forms part of a shift providing IT support to our global customers on a 24/ 5 rota. The role ensures that incidents and service requests are resolved efficiently within agreed SLA’s, maintains documentation, supports the overall stability and improvement of IT services.ResponsibilitiesAs we operate a 24/5 service, team members are required to participate in the shift rota, including night shifts.The role is office-based to enable close collaboration and ongoing team development in our fast-moving IT environment.Ability to act as the ambassador for IT, championing the need for customer service and putting our customers first.Provide excellent customer support through clear communication, empathy, professionalism, ensuring a positive experience for all customers.Take ownership of tickets through to resolution, including communication with customers and other IT functions ensuring all updates are logged on our ITSM toolset.Prioritise and manage workload in line with SLAs and business impact.Troubleshoot end user IT related issues.Provide support with request fulfilment including but not limited to account creations, password resets, software installation and modifying access permissions.Support customer onboarding/ offboarding, including account management and hardware/ software provisioning.Assisting with customer issues involving Android and Apple phone especially around MFALiaise with IT teams when issues require further escalation but staying the owner of the ticket ensuring the ticket is updated in line with our Customer Charter.Work closely with the IT Management to highlight recurring issues and trends.Produce and maintain internal documentation, including knowledge base articles and technical procedures.Identify opportunities for process, documentation, and technology improvements.Assist with project work, system upgrades, and scheduled maintenance tasks as required.Ensure all work is performed in line with IT security standards, data protection requirements and change management processes.Escalate potential suspected major incidents by following agreed processes.This role may require additional duties and/or assignments as designated by managementQualificationsQualification or experience in ServiceNowCompTIA A+ (fundamentals of IT support) or working towards this qualification.Microsoft Certified: Modern Desktop Administrator Associate would be desirable.Any qualification in Microsoft applications, SharePoint or OneDrive would be desirable.ITIL Foundation v4 is desirable.Any other Microsoft qualification would be desirable.Any qualifications in OKTA is desirable.Preferred skillsStrong communication skills, able to explain technical concepts in plain language.Being a team player who collaborates effectively with colleagues across all IT functions.Patience and professionalism when dealing with users who are experiencing IT disruption.Having a continuous improvement mindset and proactively being able to enhance the user experience.Good time management and ability to prioritise tasks under pressure.Clear, professional communication skills, both written and verbal.Strong organisational skills and ability to manage multiple priorities.Strong troubleshooting and problem-solving skills on hardware and software.Good working knowledge of Windows 10/ 11/ Mac, Microsoft 365 and AD though RDirectory.Basic networking knowledge including an understanding of DNS, DHCP, VPN and Wi-Fi.Familiarity with ServiceNow and ITIL processes (Incident, Request, Change).Basic scripting experience (PowerShell and Excell for automation)Familiarity with IT cloud platforms (Azure AD, Intune, Endpoint Manager, SCCM, Company portal, Jamf).A good understanding of backups and patching monitoring practices.Ability to use remote support tools to troubleshoot and resolve issues for off site customers.Cybersecurity awareness (understanding of MFA, phishing prevention, and basic security hygiene).Compensation£25,000-£31,500 + BonusLocation East KilbrideNo travel expectations for this role