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Service Desk Agent
3 months ago
**Service Desk Agent**
**Temporary contract 6 / 12 months with the possibility of permanence if all goes well**
**Location
**40 hours a week - Monday - Friday with 1 working weekend required in 4 - shifts fall in between 7am - 7pm**
As the Service Desk Agent you will provide a single point of contact for users, dealing with the management of both routine and non-routine incidents, problems and requests. Provision of 1st line support for incidents.
**Key Accountabilities**:
- Technical Capability. Works under supervision, supporting standard technical queries related to a single product/small set of products (e.g. Microsoft products, operating system, basic networking, PCs).
- Business Awareness. Develops an understanding of customer's environment and service delivery requirements to enable the delivery of a first class service.
- Documents actions taken in resolving routine customer enquiries ensuring established processes/systems are followed.
**Experience**:
- Technical assessments if applicable
- Evidence of sharing and re-use of knowledge. Feedback from customers, colleagues and team managers.
- Correct management of processes followed to deliver the service.
- Percentage of customer problems resolved within required timescales.
- Meeting service level requirements.
If you think you have the above, then I'd be interested in hearing from you.
Project People is acting as an Employment Business in relation to this vacancy.
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