IT Service Desk

3 months ago

Gloucester, United Kingdom Optimas Solutions Full time

**Service Desk Agent** **- **Level 1**

**Gloucester, UK**

***

**About **Optimas**:
Optimas is a global distributor of integrated supply chain solutions, and engineering support focused on delivering fasteners, components, industrial and safety supplies to our diverse customers around the world. Our local, on-the-ground teams understand the nuances of every community we serve. This allows us to adapt with our customers and partners as needs evolve, leveraging our footprint to remain at your side while providing a highly personalized level of service and support no matter where you find yourself around the globe.

**Position overview**:
A Level 1 Service Desk Agent is the first point of contact for users seeking any assistance and support within an organization. This role involves providing excellent customer service while diagnosing and resolving basic service requests or technical issues. The primary objective is to interact with the users to ensure that IT-related requests are categorized properly, and incidents are addressed promptly and efficiently, minimizing downtime and disruption for end-users.

**Main responsibilities**
- The **IT Support Analyst** will be responsible for:

- **User Support**:

- Respond to user inquiries and troubleshoot technical issues related to hardware, software, and network connectivity.
- Ensure a high level of customer satisfaction through effective communication and problem resolution.
- ** Ticket Management**:

- Create, log, and manage support tickets in the IT service management system.
- Prioritize and categorize tickets based on urgency and impact, ensuring a systematic approach to incident management.
- Follow up on open tickets and escalate as necessary to Level 2 or Level 3 support teams.
- ** Basic Technical Troubleshooting**:

- Walk users through basic diagnostic procedures and guide them to resolve straightforward technical problems.
- ** Documentation**:

- Maintain accurate and detailed records of incidents, service requests, and resolutions.
- Contribute to the creation and updating of knowledge base articles for common issues and solutions.
- ** User Training and Education**:

- Educate end-users on basic IT best practices, such as data security and password management.
- ** Communication**:

- Keep users informed of the status and progress of their support requests.
- Collaborate with colleagues and support teams to ensure a coordinated response to incidents.
- ** Adherence to Service Level Agreements (SLAs)**:

- Ensure that support requests are resolved within established SLA timelines.
- Communicate proactively with users if SLAs cannot be met, providing an estimated resolution time.
- ** Continuous Improvement**:

- Actively participate in training and development opportunities to enhance technical skills and knowledge.
- Provide feedback and suggestions for process improvements to enhance the efficiency of the service desk.

**Key Competencies**:

- Strategic Vision.
- Building organizational capacity.
- Results driven.
- Embrace change.
- Collaboration and Influence.
- Entrepreneurial spirit.
- Customer value and Market focus.

**Skills and Qualifications**:

- High school diploma or equivalent; technical certification or IT-related degree is a plus.
- Strong customer service and interpersonal skills.
- Basic understanding of IT hardware, software, and networking concepts.
- Excellent problem-solving and troubleshooting abilities.
- Effective communication skills, both written and verbal.
- Ability to work well under pressure and handle multiple support requests simultaneously.
- Knowledge of IT service management (ITSM) tools, such as ServiceNow, Remedy or ManageEngine.
- Experience in a service desk or help desk environment.
- IT certifications (e.g., CompTIA A+, ITIL Foundation, Microsoft Certified Desktop Support Technician).

A Level 1 Service Desk Agent plays a crucial role in ensuring the smooth operation of an organization's IT systems by addressing user issues promptly and professionally. This position provides a valuable entry point for individuals seeking to build a career in IT support and help desk services.

Optimas OE Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Optimas OE Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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