IT Service Desk Agent

3 weeks ago


Leighton Buzzard, United Kingdom Connells Group Full time

We're looking for a highly motivated **Service Desk Agent** to join our IT team in **Leighton Buzzard.** As a Service Desk Agent your main duties will be taking incoming calls, logging tickets, evaluating and resolving/escalating IT incidents that are raised by the Connells Group businesses.

**Key Responsibilities**:

- Complete both simple and complex request across all areas of the company
- Endeavouring to provide all customers with the best level of customer service and support.
- Ensure high levels of call management and communication to all parties throughout the lifecycle of requests.
- Provide appropriate resolutions or escalation within published Service Levels
- Full understanding of escalation and support processes
- To aim for continual improvement to give the best service possible to the business.
- Consistently meeting or exceeding service level agreements (SLAs) for response and resolution times.
- Contributing to the development or improvement of the service desk knowledge base.
- Successfully handling and resolving complex technical requests.
- Collaborating effectively with other IT teams, leading to quicker problem resolution.
- Being recognised for exceptional customer service skills and teamwork.
- Helping to implement new tools or technologies to enhance request management processes.

**Requirements**:

- A sound understanding of the principles of customer service
- Minimum 12 months in a customer service or service desk environment
- A good level of grammar and spelling.
- Educated to GCSE Level (or equivalent) in Mathematics and English Language
- Knowledge and experience of working with current IT Systems including a working knowledge of Microsoft core desktop product
- A general understanding of Active Directory, GDPR, Software installations, Access Management, Networking, E-mail and Internet.

**Connells Group** is one of the largest and most successful estate agency and property services providers in the UK and as of March 2021 also encompasses Countrywide. Founded in 1936 and with a network of over 1,250 branches nationwide, the Group combines residential sales and lettings expertise with a range of consumer and corporate services including new homes, mortgage services, conveyancing, EPC provision, surveying, corporate lettings, asset management, land & planning, LPA receivers and auctions.

CF00310

Job Reference: CF00310


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