Service Desk Agent
3 months ago
**Join our Team**
At IT Naturally our team is like a family, we put people first whether that’s each other or the customer so in return we look after you.
We often get asked why we are called IT Naturally, we reply ‘because IT comes naturally to us”.
All of our team are experts in their field, and we reflect that in our company name. We pride ourselves on our customer service and our solutions. We love turning a challenge for our customers into something simple and manageable.
Our employee selection process comprises of an initial telephone call, psychometric test, and a face-to-face interview.
We are hiring for 2 positions.
We are unable to offer sponsorship for this vacancy.
We offer a hybrid working environment with 2 shifts in our Peterborough office.
**Starting Salary** - £11,770 - £12,750 depending on experience
Day shifts 4/7 days Monday to Friday - 20hrs with 30 minute unpaid lunch.
**Role Overview**
As a Service Desk Agent in IT Naturally you will be responsible for offering 1st and 2nd line support and technical assistance to our customers by helping them complete tasks or troubleshoot problems through diagnostic tests and remote access into their computers.
**Role Responsibilities**
- Perform remote troubleshooting through diagnostic techniques and relevant questions, determine the best solution based on the issue and details provided by the end user and walk the end user through the problem-solving process.
- Record incidents and service requests and their resolution in a ITSM tool.
- Use monitoring tools and respond to alerts and events as they occur to minimise disruption for the end user.
- Provide 2nd line support to resolve workplace services, network, security and platform incidents and fulfilment.
- Update and maintain knowledge and standard operating procedures.
- Follow-up and update the end users on status and information.
- Identify and suggest possible improvements on procedures and pass on any feedback or suggestions by customers to the appropriate internal teams.
- Escalate unresolved issues to the 3rd level technical support teams and track progress and resolution.
**Role Requirements**
- Proven experience as an IT service desk agent or other customer support role
- Good understanding of computer systems, mobile devices, and other tech products
- Excellent verbal and written English communication skills.
- Problem solving and remaining calm under pressure.
- GCSE Maths and English (minimum grade 4 or C)
- ITIL certified or demonstrable experience of working in an ITIL environment.
**What We Offer**
Competitive employee packages that include:
- Private healthcare with Bupa
- Critical Illness Insurance
- Life insurance
- Company Pension with up to 6% matched contributions
- Personal training plan
- Internal career development
- Hybrid working: 2 days a week in our Peterborough office.
- Cycle to Work Scheme
- Casual clothes and some branded clothing
- Your Birthday off
- Seniority Level
Not Applicable
- Industry
IT Services and IT Consulting
Computer and Network Security
Technology, Information and Internet
- Employment Type
Part-time
- Job Functions
Customer Service
Information
**Job Type**: Part-time
Part-time hours: 20 per week
**Salary**: £11,700.00-£12,750.00 per year
**Benefits**:
- Canteen
- Casual dress
- Company pension
- Cycle to work scheme
- Enhanced paternity leave
- Free parking
- Life insurance
- On-site parking
- Private medical insurance
- Sick pay
- Work from home
Schedule:
- Day shift
- Monday to Friday
Supplemental pay types:
- Bonus scheme
Ability to commute/relocate:
- Peterborough: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Are you able to work from the Peterborough office twice a week?
- Do you require sponsorship?
**Experience**:
- Customer service: 1 year (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: In person
Reference ID: Part Time Service Desk Agent
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