Technical Service Desk Agent

1 week ago

Cheltenham, Gloucestershire, United Kingdom Randstad UK Holding Full time

Job Summary:

We are seeking a highly skilled Service Desk Analyst to join our team at Randstad UK Holding. As a Service Desk Analyst, you will be responsible for providing exceptional customer service by resolving incidents on first call using 1st and 2nd line support knowledge and capability.

Key Responsibilities:

  • Manage incoming calls to the Service Desk, providing timely and effective support to customers.
  • Escalate incidents and requests to the appropriate support teams within the department to ensure prompt resolution.
  • Update and maintain information on the call logging system to ensure accurate tracking and reporting.
  • Review incidents and requests with staff to continuously improve service delivery provision.
  • Provide first and second line support through the call-logging software, ensuring incidents and requests are resolved and implemented to agreed standards and timescales.
  • Monitor and measure IT service provision to staff using various performance measurement tools.

Requirements:

  • Excellent customer service skills, with the ability to work under pressure and maintain a professional attitude.
  • Strong interpersonal skills, with the ability to communicate effectively with customers and colleagues.
  • Ability to work as part of a team, with a focus on delivering exceptional service to customers.
  • Hold a full UK driving license.
  • Proficiency in Microsoft Windows 11 and Microsoft Office 365 Admin Centre.

About Us:

Randstad UK Holding is a leading provider of recruitment and HR services. We are committed to delivering exceptional service to our customers and employees, and we are seeking a talented Service Desk Analyst to join our team.

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