IT Service Desk Agent
4 weeks ago
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.
The job is located in Leighton Buzzard and is office based.
**Responsibilities**:
- Endeavouring to provide all customers with the best level of customer service and support.
- Answering incoming calls from end users in need of assistance.
- Incident management with appropriate resolution or escalation within published service levels and ensuring contact is made with all customers within agreed timescales.
- Logging a ticket for all incoming calls
- Ensure high levels of call management and communication to all parties throughout the lifecycle of incidents.
- Diagnosing all incidents and detailing this in individual tickets.
- Provide appropriate resolutions or escalation within published Service Levels
- Full understanding of major incident, escalation and support processes.
- Full understanding of nature of business
- To aim for continual improvement to give the best service possible to the business.
**Requirements**:
- A sound understanding of the principles of customer service
- Minimum 12 months in a customer service or service desk environment
- A general understanding of:
- Servers
- Networking
- E-mail
- Internet
- 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
**About us**
Connells Group is one of the largest and most successful estate agency and property services providers in the UK. Founded in 1936 and with a network of over 1200 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.
CF00233
Job Reference: CF00233
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