1st Line Service Desk Agent

6 months ago

Newcastle upon Tyne, United Kingdom Technology Services Group Full time

**About the role;**

As a 1st Line Service Desk Agent you will be the first point of contact for TSG customers in relation to technical faults and requests. You will be expected to log, categorise, and prioritise customer tickets as necessary, seeing them through to resolution wherever possible. Where you are unable to resolve a ticket yourself, you will escalate this to the relevant team. You will be a strong team player who enjoys delivering an exceptional service to our customers. You will also have strong communication skills and good attention to detail, ensuring that all information entered into the system is accurate and handled in line with company procedures.

This is a hybrid role, so you will be expected to attend the office a few times per week for regular team collaboration time.

**Who are we?**

TSG (Technology Services Group) are a Managed IT Services provider servicing businesses UK Wide. At TSG our people have a passion for delivering exceptional customer service, something which is proven in our consistent world class NPS score of +80. Our values are Team TSG, Service Excellence and Shared Growth, these sit at the core of our business helping us to achieve our mission.

**Why should I work for TSG?**

It is our people that make TSG what it is and a great place to work. We put a lot of work in to creating a trusted, open, fair culture and as a result, we have been named as one of the **‘UKs Top 50 Best Large Companies’** and one of the **‘Top 15 Technology Companies’** to work for. In addition, we have been awarded a 2 star accreditation for **‘Outstanding’ **employee engagement.

**Here’s why;**- Our open and honest culture where feedback is taken on-board and acted upon-
- The monthly wellbeing check-ins we complete with all staff and the support provided off the back of those where needed-
- Our social events. In addition to regular virtual quizzes and other ad hoc team building events, we launched the very first ‘TSG Festival’ in 2021, Team TSG’s feedback was so positive that we have decided to make it a yearly event-
- Two paid CSR days per annum that you can use towards giving something back-
- Our charity fundraising - TSG have raised over £20,000 in the last 2 years for our current chosen charity Mental Health UK. We have also recently launched our very own ‘TSG Foundation’-
- Our responsibility as a business to the environment as we are working towards becoming a net carbon zero business-
- Flexible working policy-
- Relaxed dress policy-
- Excellent progression opportunities, training and support, including recognised qualifications**Job responsibilities will include, but are not limited to;**- Log, categorise and prioritise customer tickets in line with documented required standards-
- Conduct initial diagnosis of faults and attempt documented fixes appropriate to the role-
- Where fixes are not available, escalate tickets to appropriate resolver group-
- Ensure accurate input of data for customer contact information-
- Update customers on cases as advised by other support teams-
- Ensure all calls are answered according to the Service Level Agreements-
- Manage resolved queues to ensure calls are closed as appropriate-
- Manage 3rd party queues to ensure customers receive regular updates on tickets being dealt with by our providers**Knowledge, Skills & Experience;**- Excellent written and verbal communication skills-
- Excellent customer service skills-
- Commercial awareness-
- Strong attention to detail-
- Ability to work in a high volume, fast paced environment-
- Ability to prioritise-
- Good problem solving skills-
- IT qualifications would be an advantage-
- Proven experience in a support or service delivery environment is an advantage**Your Behaviours;**- Demonstrate enthusiasm and proactively seeks opportunities to improve the Service Desk Agent function-
- Demonstrate commitment to the role, team and company and will go the extra mile when required-
- Demonstrate initiative and reacts positively to new challenges and change**Benefits;**- Company bonus scheme-
- 25 days annual leave + public holidays-
- Life assurance 4 x Salary-
- Electric Vehicle Salary Sacrifice Scheme-
- Contributory pension scheme at 4% matched-
- Perkbox discounts-
- Paid CSR Days-
- Company sick pay-
- Income protection cover-
- Enhanced Maternity and Paternity pay-
- Home-based and hybrid opportunities-
- Long service benefits including increased annual leave accrued with service-
- Cycle to work scheme-
- Employee recognition scheme

  • 1st Line Support Technician

    3 weeks ago

    Newcastle upon Tyne, United Kingdom Jackson Hogg Ltd Full time

    Are you passionate about IT and customer service? Join our dynamic team as a 1st Line Support Technician and play a pivotal role in supporting users across our clients site. You’ll be the first point of contact for IT support, ensuring smooth operation of hardware, troubleshooting issues, and contributing to key projects like system upgrades and security...

  • 1st Line Support Technician

    7 days ago

    Newcastle upon Tyne, United Kingdom Jackson Hogg Ltd Full time

    Are you passionate about IT and customer service? Join our dynamic team as a 1st Line Support Technician and play a pivotal role in supporting users across our clients site. You’ll be the first point of contact for IT support, ensuring smooth operation of hardware, troubleshooting issues, and contributing to key projects like system upgrades and security...

  • 1st Line Support Technician

    4 weeks ago

    Newcastle upon Tyne, United Kingdom CV-Library Full time

    Are you passionate about IT and customer service? Join our dynamic team as a 1st Line Support Technician and play a pivotal role in supporting users across our clients site. You’ll be the first point of contact for IT support, ensuring smooth operation of hardware, troubleshooting issues, and contributing to key projects like system upgrades and...

  • 1st Line Telecoms Support

    7 months ago

    Newcastle upon Tyne, United Kingdom Agilico Workplace Technologies Full time

    **1st Line Telecoms Support** **Location**: Team Valley, Gateshead **Salary**: Competitive plus benefits **Role Grade**: 3C **Contact Type**: Full-Time, Permanent **About us**: Agilico is a fast-growing technology business, whoseobjective is to provide high quality technology solutions tailored toindividual customer requirements. Our goal is to...

  • 1st Line Support

    3 weeks ago

    Newcastle upon Tyne, United Kingdom Tennex Recruitment Solutions Full time

    IT Support / Multiple positions. 1st line Support £23-£26k2nd line Support £26k-£30k Some flexibility for superstars! I am currently working with an industry leading, fast-growing technology company that have offices dotted around the UK, with this position being based around the Consett area. They serve over 9,000 customers and aim to maximise...

  • Service Desk Team Leader

    6 months ago

    Newcastle upon Tyne, United Kingdom Norton Rose Fulbright Full time

    Practice Group / Department: IT Regional - Service Desk Management - Newcastle **Job Description**: We're Norton Rose Fulbright - a global law firm with over 50 offices and 7,000 employees worldwide. We provide the world’s preeminent corporations and financial institutions with a full business law service. At Norton Rose Fulbright, our strategy and our...

  • Service Desk Team Leader

    6 months ago

    Newcastle upon Tyne, United Kingdom Norton Rose Fulbright Full time

    Practice Group / Department: IT Regional - Service Desk Management - Newcastle **Job Description**: We're Norton Rose Fulbright - a global law firm with over 50 offices and 7,000 employees worldwide. We provide the world’s preeminent corporations and financial institutions with a full business law service. As well as the relevant skills and experience,...

  • 1st Line Technical Support

    7 months ago

    Newcastle upon Tyne, United Kingdom Executemps Recruitment Ltd Full time

    **Company Overview**: Our client is a global cybersecurity specialist that provides partners and end-customers with a wide range of services and product portfolios via proven routes to market. With offices in over 45 countries and the ability to serve customers in over 170 countries, they combine a local perspective with the scale and delivery of a single...

  • Service Desk Consultant

    6 months ago

    Newcastle upon Tyne, United Kingdom Technology Services Group Full time

    **About the role;** As a Service Desk Consultant (Azure) you will be a strong problem solver with great communication skills who has experience resolving complex infrastructure issues and dealing with escalations. You will feel comfortable remotely diagnosing, troubleshooting and resolving tickets in relation to issues with customer infrastructure such as...

  • Call Centre Operator

    7 months ago

    Newcastle upon Tyne, United Kingdom Global 1st Line Full time

    Join our growing team at Global 1st Line as a Call Centre Representative! We are seeking motivated individuals who excel in customer service and enjoy problem-solving based in Newcastle. As a representative, you will play a crucial role in ensuring our customers have a positive experience. This is a part-time position with evening shifts. -...

  • Head of Service Desk

    7 months ago

    Newcastle upon Tyne, United Kingdom Nomad Digital Full time

    **Overview** We are currently recruiting a Head of Service Desk for our fast-paced, innovative Operations and Maintenance division. As the Head of Service Desk you will be responsible for managing the Central Service Desk team including any third-party support organisations who act as an outsourced function. You will lead the Regional Team Leaders and...

  • Healthcare 1st Limited Seeking Skilled Chef

    3 weeks ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Healthcare 1st Limited Full time

    Join Our TeamCare Home Chef WantedWe are looking for an experienced chef to join our team at Healthcare 1st Limited. The successful candidate will work as a Care Home Chef, responsible for cooking nutritious meals for our residents.The ideal candidate will have previous experience in a similar role and possess good communication skills. They must also be...

  • Service Desk Consultant

    6 months ago

    Newcastle upon Tyne, United Kingdom Technology Services Group Full time

    **About the role;** As a Level 2 Service Desk Consultant you will be a strong problem solver with great communication skills who has experience resolving complex infrastructure issues and dealing with escalations. You will feel comfortable remotely diagnosing, troubleshooting and resolving tickets in relation to issues with customer infrastructure such as...

  • Service Desk Expert

    5 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom ENGINEERINGUK Full time

    We need an experienced Service Desk Analyst to join our team. As a key member of the engineering team, you will provide essential IT support services to our users, encompassing both first and second-level assistance.Responsibilities:Offer top-notch customer service and resolve complex technical problems swiftly.Handle the maintenance, deployment, and upkeep...

  • Service Desk Team Leader

    7 months ago

    Newcastle upon Tyne, United Kingdom Cybit Full time

    **Job Title**:Service Desk Team Leader **Location**: Cobalt Business Park, North Tyneside (office based with flexibility to work from home) **Salary**: £26,000 to £30,000 depending on skills & experience *** **Cybit**: Our success is people powered, and we're on a mission to work with the best. Rapid growth, huge opportunities and exciting challenges...

  • IT Service Desk Analyst

    5 days ago

    Newcastle upon Tyne, United Kingdom Reed Technology Full time

    IT First Line Service Desk Analyst Location: Newcastle Salary: £(phone number removed) on 4 off shift after 6 months Type: Permanent/Fulltime Our client is one of the UK's leading providers of quality public transport. The Service Desk is the entry point and ongoing single point of contact for all IT support related interactions. * Providing...

  • IT Service Desk Analyst

    6 days ago

    Newcastle upon Tyne, United Kingdom CV-Library Full time

    IT First Line Service Desk Analyst Location: Newcastle Salary: £(phone number removed) on 4 off shift after 6 months Type: Permanent/Fulltime Our client is one of the UK's leading providers of quality public transport. The Service Desk is the entry point and ongoing single point of contact for all IT support related interactions. * Providing...

  • Service Desk Analyst

    3 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Public Sector Resourcing, managed by AMS Full time

    Job Description: Service Desk Analyst - IT SolutionsWe are looking for a highly skilled Service Desk Analyst to join our team in Newcastle. The ideal candidate will have experience in working in a Service Desk environment, providing first and second line support for all IT related issues.Key Responsibilities:Provide technical assistance and resolve IT...

  • Technical IT Service Desk Analyst

    3 weeks ago

    Newcastle Upon Tyne, United Kingdom Randstad Enterprise Full time

    Job title: Technical IT Service Desk AnalystLocation: Newcastle - NE12Contract length: 6 month initial contract - Potential to extend Shift Pattern: Monday - Friday shifts between 7.30am - 17.30pm on a Rota basis - Onsite to begin with and then potential to go Hybrid once you are embedded into the positionRandstad Sourceright, a leading provider of RPO & MSP...

  • Technical IT Service Desk Analyst

    3 weeks ago

    Newcastle Upon Tyne, United Kingdom Randstad Enterprise Full time

    Job title: Technical IT Service Desk AnalystLocation: Newcastle - NE12Contract length: 6 month initial contract - Potential to extend Shift Pattern: Monday - Friday shifts between 7.30am - 17.30pm on a Rota basis - Onsite to begin with and then potential to go Hybrid once you are embedded into the positionRandstad Sourceright, a leading provider of RPO & MSP...