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1st Line Service Desk Agent

4 months ago

Glasgow, United Kingdom Arrow Business Communications Full time

**Job Title**:1st Line Service Desk Agent

**Location**: Glasgow

**Salary**:£18,000 - £25,000 BOE

**Contract type**:Permanent

**About the role**

This role will be office-based helpdesk work for our IT customers. The majority of the role will involve providing technical support at differing levels to our customer base on the phone.

The role exists to ensure that our customers get the very best support and that tickets are logged, moved through our system and resolved within contractual service levels.

The role will ensure that we meet our core customer pledge to give the very best support and value to our customer at all times

You will be expected to achieve the below objectives:

- Aim to answer all calls within 45 seconds
- Achieve a 95% Satisfaction Rate on all Service Desk Tickets
- Resolve 90% of cases within SLA
- Delivery excellent customer service to Arrow customers.

**Your responsibilities will include**:

- Triaging Inbound Calls into the Support Team
- Keeping the client up to date on progress
- Provide remote technical support to our user base
- Build and configuration of windows desktops systems

**Requirements**:
**What are we looking for?**

Essential:

- Good foundation IT knowledge
- Experience working in a similar role for another MSP
- Interested in all aspects of modern IT technology
- Excellent Communication skills
- Good problem solver
- Strong teamwork and comfortable working under own direction
- Great Initiative and ability to work well in a crisis
- Positive attitude & willingness to progress and learn

Desirable:

- Driver license or working towards gaining a license would be beneficial
- Exposure to O365 support
- Sharepoint skills

**Benefits**

**Who are we?**

Arrow has 25 years’ experience in Collaboration, Connectivity, Cloud and Infrastructure and Cyber Security services both in the UK and Internationally and has a nationwide presence with offices across the UK.

As one of the UK’s leading independent IT and communication experts our mission is to deliver a seamless technology experience to all end users. To make that vision a reality, we need bright, tenacious and inspiring talent to help drive our performance, growth and achieve this mission.

To make us successful we focus on strong communication, a culture based on fun, trust and collaboration. We have created a modern workplace environment, which is full of engaged, energetic, positive and curious people whose productivity, resilience and wellbeing allow them to thrive.

In 2021 we were awarded the People Insight’s Outstanding Workplace Award, which celebrates organisations building positive workplace cultures and acting on employee feedback to spark positive change.

**Why Work for Arrow?**

At Arrow we are committed to creating an excellent employee experience. Our employees, culture and additional benefits all make Arrow a great place to work. Come join us

We offer a wide range of benefits and incentives to our employees including:

- ‘Design Your Life’ training and development programme
- Flexible working
- Company Pension Scheme and matching contributions
- Company Perks portal
- Private Medical insurance
- Life assurance
- 25 days holiday plus bank holidays plus holiday trading
- Your Birthday off, on us
- Health Club and Wellbeing Scheme
- Arrow Shares after 12 months employment
- Employee Assistance Programme
- Technical Training Academy and E-learning

**If even 80% of this matches your experience and attributes, we would be delighted to hear from you.