Service Desk Agent
4 days ago
**RARE OPPORTUNITY** to join a **Global Telematics company** and see where it leads
**Due to recent growth at Teletrac Navman and internal promotion,** we have an exciting opportunity within our Milton Keynes office for a **Service Desk Agent** to join the team
We are seeking somebody with **technical customer support experience in a B2B environment**, who will listen carefully and ask questions to fully understand the query and take ownership to ensure the desired outcome is achieved.
**This is a great entry role** into an agile and growing global organisation with lots of opportunities for personal development and we want to hear from you
**WHAT YOU WILL DO**:
**Location**: Milton Keynes office on Tuesday Wednesday and Thursday, with hybrid option for Monday and Friday.
**Hours of work**: 8.30 am - 5.00 pm Monday to Friday
Reporting to the Service Desk Team Leader, as a **Service Desk Agent**, you will bring your passion for customer service and your skill in being able to really listen to the business customer and resolve their technical issues and we will train you on the technology.
**To break it down, your responsibilities will include**:
- Continuously growing your hardware and software knowledge; as queries are likely to be technical in nature, to identify whether the issue can be resolved at Tier 1 level or whether it is a more complex query that requires escalation to the relevant teams or departments and liaising with internal teams to find resolutions for customer issues.
- Updating and managing the CRM tool for all customer issues and working within SLA’s - Ticket Resolution Times, Call Handling Times - to achieve team targets relating to retention and growth.
- Attending, contributing, and presenting at team meetings and other internal events.
**ABOUT YOU**:
You will be **living within an achievable daily commuting distance of Milton Keyne**s and have full rights to work without the requirement of sponsorship now or in the future.
If YOU are a **Service Desk Agent**, skilled in resolving technical customer queries, and passionate about delivering great service, **we want to hear from you**
At Teletrac Navman, we believe in your potential to make an impact. And we believe in giving you the opportunity, accountability, and visibility to do just that.
**The technical skills we see as critical to succeed in this position**:
- Experience in B2B technical customer support
- IT literate and good knowledge of MS office tools
- Experience in using SAP / CRM systems
**In addition, you will**:
- Be Customer Obsessed with the ability to troubleshoot and resolve technical customer issues
- Have an excellent telephone manner and a desire to go above and beyond
- Be able to maintain focus and work effectively under pressure
- Be able to learn at speed, and adapt to new processes/systems easily
- Have the desire to learn and progress within the Company
**WHAT'S IN IT FOR YOU**
**You will enjoy**:
- Working in a team that loves to work together, has regular team catch-ups, learns from each other and delivers excellence.
- Full onboarding to be successful in your role with ongoing development opportunities; full access to LinkedIn Learning, 1:1 coaching/mentoring, online courses, product training, joining project teams and so much more
- Global Networking Opportunities with peers, and with colleagues in the Employee Resource Groups
- Generous ‘refer a friend’ scheme, Recognition Awards & Volunteering plus fundraising activities
- Employee Assistance Program (EAP), health insurance and other wellness initiatives with access to discounted retailers and healthcare benefits
- Company pension contribution at 6%, Life insurance at 4 x annual salary, Company Sick pay
- 23 days annual leave per annum, increasing to 25 days
- **Embrace Your Potential - find work that works for you.**_
If you're excited about working for us and have most of the skills or experience we're looking for, please apply. You could be just what we need
We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. Along with career development opportunities and working with a management team that enables you to achieve your goals, you will enjoy a pivotal role in an international SaaS organisation.
**Job Types**: Full-time, Permanent
**Salary**: From £21,000.00 per year
**Benefits**:
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Free parking
- Life insurance
- On-site parking
- Paid volunteer time
- Sick pay
- Wellness programme
- Work from home
Schedule:
- Monday to Friday
Application question(s):
- Are you currently living within a daily commutable distance to Milton Keynes?
**Education**:
- A-Level or equivalent (required)
**Experience**:
- Technical support: 1 year (required)
- Customer service: 1 year (required)
Work authorisation:
- United Kingdom (required)
Reference ID: TEL003196
Expec
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