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Service Desk Agent
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Peterborough, United Kingdom IT Naturally Full time**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...
Customer Service Desk
3 months ago
Location – Hampton, Peterborough Pay - £15 per hour, after 3 months goes up to £17.46 Contract – 3 months with potential extensions Hours – 7.5 hours a day, between 06:00 and 18:00 – maximum of 2 weekends a month, get the days back in the week. Do not wait to apply after reading this description a high application volume is expected for this opportunity. Required skills:
- fluent Lithuanian and English speaking, with strong all round communication skills
- Plenty of Customer service experience
- Previously required to complete calls/make bookings.
- Experience with Microsoft Word/Excel/PowerPoint/Outlook
- Speaking/typing in English to a professional level.
- Being a great problem solver – thinking proactively in order to resolve incidents as quickly and smoothly as possible.
- Educated to GCSE Level or equivalent in Maths and English
- IT certificated desirable but not essential.
- Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements.
- Proactively keeping Customers informed on incident or request status and progress.
- Escalate incidents where a first time fix is not possible to either 2nd line support or the relevant resolver group.
- Adhering to Incident management procedures.
- Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.
- Keeping up to date with the current standard procedures.
- Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan.
- Escalate potential service issues initially with Shift Leader/Team Leader/Service Desk Manager /Service Delivery Manager
- Escalate potential problem issues with Problem and Incident Management.
- Contributing to team meetings.
