IT Service Desk Agent

6 months ago

North East, United Kingdom Post Office Ltd Full time

**Summary**:
**Salary**: Competitive salary and package
Grade: 2B
Reporting Line: IT Service Desk Team Leader
Contract Type: Permanent
Location: Chesterfield/Hybrid

**What to expect**:
Here at the Post Office, we’re steeped in tradition, but we’re going places.
As an IT Service Desk Agent you will join us on our journey and undertake a truly valuable role responsible for resolving Software, Hardware, and Network-related issues to ensure the smooth functioning of Technology Services. The IT Service Desk Agent acts as the first point of contact for users seeking technical assistance, and they must possess excellent communication and problem-solving skills to effectively address user concerns.
This role offers you an exciting opportunity to collaborate with other support professionals, technicians, or developers. Strong teamwork and collaboration skills are essential for effective problem resolution and knowledge sharing.

**What we can do for you**:

- Our people are the driving force behind our business, we are proud of the energy, commitment and customer focus we have in common. In addition to the competitive salary we offer, in return for your hard work, you will also receive:
- 25 days annual leave that increases with tenure
- Up to 10% on target bonus opportunity
- Access to Benenden Healthcare
- Generous pension contribution
- Life assurance
- Income protection after 12 months service
- Full support from our employee assistance programme and access to our employee benefits platform
- Ever-evolving learning and development opportunities

**What you’ll need to succeed**:
You will demonstrate patience, even in challenging situations. Understand that customers may be frustrated or stressed and respond with empathy and understanding. As an IT Service Desk Agent You will:

- Identify, diagnose, and resolve technical problems reported by end-users. Escalate complex issues to the appropriate IT teams or senior support staff for further investigation and resolution.
- Document all support requests, incidents, and solutions in the helpdesk ticketing system or incident management tool. Ensure accurate and detailed records are maintained to track the progress and resolution of each reported issue.
- Put the customer at the center of your interactions and prioritise their needs and satisfaction. Listen actively, empathize with their concerns, and provide personalised assistance.
- Develop strong analytical and problem-solving abilities to diagnose and resolve customer issues. Utilise a logical and structured approach to troubleshoot problems, identify root causes, and propose effective solutions.
- Prioritise tasks and manage your time effectively to ensure timely responses to customer inquiries. Strive to meet or exceed service level agreements (SLAs) and keep customers informed about progress or delays.

**About us**:
Post Office is a community staple. We’re trusted. We’re relatable. We’re reliable. We’re steeped in tradition. But we’re on a journey of transformation. We’re focused on the future and working at pace to compete in a digital world to provide the same, personalised experience we’ve always been proud of - and we need fresh talent to help make it possible.

We’re looking for people to come to Post office to re-imagine. Authentic people who rise to big challenges and make big changes. We all have a genuine duty of care for the people we serve - a purpose that guides us forward, no matter what. We’re looking for people who share in that purpose and show that now, and moving forwards, Post Office truly is Everybody’s Business.

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