Customer Service Center Agent

1 week ago


Glasgow, United Kingdom Penguin Solutions Full time

Job DescriptionIT 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 t...



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