| Description: | Service Desk Agent, Peterborough
Meyer Scott Ref: VR/02055
This is an opportunity for you to join a transforming, trusted, global business and be instrumental in the success, whilst being offered continuous training and clear career development.
As Service Desk Agent you will provide a single gateway and be the first point of contact into IT for all business users within the Group, registering and classifying incidents and undertaking an immediate effort to restore a failed IT service as quickly as possible.
Key Accountabilities
• Providing first line support to all employees ensuring an exceptional level of customer service and satisfaction.
• Resolving front line issues and queries and effectively work with second and third line teams, as well as third parties, to troubleshoot and resolve calls.
• Ensuring the timely resolution of incidents and requests in line with agreed Service Level Agreements (SLA) and Service Targets, escalating issues where necessary.
• Working collaboratively with your team colleagues you’ll promote the Service Desk in providing a one-stop service support solution.
The Service Desk operates on a 24/7 basis so you should be flexible in your approach to work within a shift pattern which may include evenings and weekends.
Skills and Experience
Our ideal candidate will be an excellent team player with proven Service Desk experience.
With a track record of demonstrating a service oriented attitude along with the ability to balance competing priorities, you should be analytical and thorough with a structured approach.
Experience of working in a Customer Services environment is essential as are excellent communication skills.
ITIL Incident Management experience is preferred, although training will be provided, and the ability to speak multiple European languages is desired.
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