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Service Desk Specialist
2 months ago
We are seeking a highly skilled and experienced Service Desk Agent to join our team at IT Naturally | B Corp | MSP. As a Service Desk Agent, you will be responsible for providing exceptional technical assistance and support to our customers, helping them to resolve technical issues and complete tasks efficiently.
Key Responsibilities- Provide first and second-line technical support to customers via various communication channels.
- Perform remote troubleshooting and diagnostic tests to identify and resolve technical issues.
- Record and track incidents and service requests in our IT Service Management (ITSM) tool.
- Monitor and respond to alerts and events to minimize disruption to customers.
- Provide second-line support to resolve complex technical issues and fulfill customer requests.
- Stay up-to-date with knowledge and standard operating procedures to ensure excellent customer service.
- Communicate effectively with customers to provide status updates and information.
- Identify opportunities for process improvements and suggest changes to internal teams.
- Escalate unresolved issues to third-level technical support teams and track progress.
- Proven experience as an IT Service Desk Agent or similar customer support role.
- Strong understanding of computer systems, mobile devices, and other technical products.
- Excellent verbal and written communication skills in English.
- Ability to remain calm under pressure and resolve complex technical issues.
- GCSE Maths and English (minimum grade 4 or C).
- ITIL certification or experience working in an ITIL environment.
- Competitive employee packages, including critical illness insurance and company pension.
- Hybrid working environment with flexible hours and remote work options.
- Internal career development opportunities and training programs.
- Free parking and casual dress code.
- Employee discounts and benefits.
- Life insurance and private healthcare with Bupa.
- Personal training plan and birthday off.
IT Naturally is a carbon-neutral IT infrastructure service provider committed to using technology as a force for good. We prioritize employee well-being, job satisfaction, and development, and have been recognized as an Investor in People at the Silver level.
We value diversity, inclusivity, and creativity, and welcome applications from individuals with backgrounds traditionally underrepresented in tech. Our customers share our values, and we have key accreditations enabling us to deliver to the public sector.
