Service Desk Agent

Role Description
You will be supplying Tier 1 IT Support to both internal and external clients; taking and logging calls and in certain circumstances resolving incidents and requests during or shortly after a call. You will be operating under pressure in a fast-paced environment with a wide range of customers and systems and will need to maintain a cheerful and approachable manner at all times while being firm on the levels of service provided. There may be an element of shift work and/or on call.

 

Day-to-Day
•    Monitoring dashboards and alerting relevant staff when parameters require it
•    Taking calls and logging Incident and Request tickets with appropriate priorities and categories
•    Fixing first line incidents where possible and delivering Service Requests where applicable
•    Dispatching incidents to Tier 2 Support staff where needed and including all relevant information about diagnostic steps taken and symptoms of the occurrence.
•    Conforming to clearly laid down procedure and process and delivering work within stringent Service Level Objectives
•    Converting new fixes into Knowledge for future Service Desk use


Skills and Qualifications Required
•    Excellent communications skills in written and verbal forms. Able to communicate with customers and colleagues at all levels of technical expertise
•    Windows 7,8,10 knowledge/experience
•    Mac OSX knowledge/experience
•    iOS 7 and above, Android 6 and above knowledge
•    Service Desk experience in a fast-paced multi-client environment
•    Experience using a Service Management Tool for logging incidents and requests, and creating Knowledge Base Articles
•    Understanding of Service Level Objectives, Incidents and Requests
•    Basic understanding of Changes and Problems


Desirable but Not Required
•    ITIL Foundation (V2 or V3)
•    Full driving licence desirable but not essential 

•    Knowledge of network management solutions such as SolarWinds, Logic Monitor or similar
•    Service Desk related qualifications such as SDI, COMPTIA
•    Microsoft MTA Certification

 

To apply, please send your CV and covering letter to: tkelsall@intergence.com marked FAO Tom Kelsall. 

 

Suggested Salary Range £18-23kpa DOE plus benefits.

 

Strictly no agencies thank you