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Service Desk Agent

2 months ago

Peterborough Cambridgeshire, United Kingdom IT Naturally | B Corp | MSP Full time €24,500

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 love turning a challenge for our customers into something simple and manageable.

We are always looking for new experts to join us who have ideas, want to be heard, and are put first. 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 are unable to offer sponsorship for this vacancy.

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)

This role is initially contracted for 6 months.

Role Overview

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.

Role Responsibilities

  • 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.
  • Update and maintain knowledge and standard operating procedures.
  • Follow-up and update the end users on status and information.
  • Identify and suggest possible improvements on procedures and pass on any feedback or suggestions by customers to the appropriate internal teams.
  • Escalate unresolved issues to the 3rd level technical support teams and track progress and resolution.

Role Requirements

  • 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
  • Problem solving and remaining calm under pressure
  • GCSE Maths and English (minimum grade 4 or C)
  • ITIL certified or demonstrable experience of working in an ITIL environment

What We Offer

Competitive employee packages that include:

  • Critical Illness Insurance
  • 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 want to use tech as a force for good to work together to build a better world.

We truly care about our employees, their lives, their job satisfaction, and development. We understand that our people are everything and are proud to have been awarded Investors in People at the Silver level in our first assessment.

Our Values

We are human, skilful, and playful and look for these attributes in our employees. Are you inclusive and caring; take ownership of everything you do and can be light-hearted when the time is right?

Our customers are mainly medium to large corporates who share our values, and we also have the key accreditations enabling us to deliver to the public sector.

We welcome applications from people with backgrounds that are traditionally underrepresented in tech and truly believe diversity is the key to creativity and innovation.