![Metricell Limited](https://media.trabajo.org/img/noimg.jpg)
Service Desk Agent
1 week ago
At Metricell, we are a dynamic and award-winning technology company with a shared ambition of achieving flawless network experience. Our mission is to deliver connectivity through innovative software solutions that test network connectivity, making the world better connected. We take immense pride in our work, driven by our core values of Community, Innovation, and Pride, which define everything we do.
Our commitment to making a positive impact extends beyond our cutting-edge solutions. We believe in giving back to the community and regularly organize fundraising events for local charities, including taking part in the Tough Mudder 10k.
Our team shares a passion for technology, and we provide an excellent environment for you to grow and develop your career. Social events throughout the year strengthen our bonds and create a dynamic atmosphere that fosters personal and professional growth.
Your focus will be to provide effective and clear feedback to customers delivering excellent customer service which involves triaging and managing tickets that are raised into our Incident Management System (IMS), troubleshooting technical issues and ensuring relevant solutions are implemented within agreed SLA times by liaising with our development and project management teams.
**What you will be doing**
- Ensuring tickets are picked up within milestones and the customer is kept up to date in line with customer journey and SLAs.
- Provide support and training for users of our software internally and externally.
- Liaise with third party software/hardware suppliers or maintenance suppliers where necessary.
- Ensure customer documentation is kept up to date.
**What you will bring**
- Minimum 2 years' experience in a similar customer support role
- Excellent communication skills, both written and verbal
- Able to work under pressure and on own initiative.
- Able to multitask and effectively prioritise tasks.
- Excellent problem-solving and analytical skills with an eye for detail.
- Positive attitude and willingness to learn.
- Applicant should already have legal right to work in the UK.
**It would be great if you had**
- Experience with SQL
- Knowledge or an interest in Telecoms, mobile networks and technology
- Knowledge of any Geographic Information System
**Benefits**:
- 25 Days Annual Leave (plus public holidays)
- Additional day off for your Birthday
- 2 Days Volunteering leave per year
- Vitality private health care (following 6-month probation)
- Bike2Work scheme
- Performance bonus scheme
- On-site Gym, Shower and Games Room
- Social club with regular events
- Generous annual training budget
- Career development
**Job Types**: Full-time, Permanent
**Salary**: £19,000.00-£25,000.00 per year
**Benefits**:
- Casual dress
- Company events
- Company pension
- Discounted or free food
- Free parking
- Gym membership
- On-site gym
- Paid volunteer time
- Private medical insurance
Schedule:
- 8 hour shift
- Monday to Friday
Supplemental pay types:
- Bonus scheme
Ability to commute/relocate:
- Horsham: reliably commute or plan to relocate before starting work (preferred)
**Experience**:
- Technical support: 1 year (preferred)
- Customer service: 1 year (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: In person
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