Service Desk Agent

Key Responsibilities

• Serve as the primary point of contact for clients, managing and resolving their technical issues and inquiries promptly and professionally. 
• Provide clear and concise communication to clients regarding the status and resolution of their issues. 
• Diagnose and troubleshoot technical problems, leveraging your knowledge and available resources to identify and implement effective solutions. 
• Escalate complex issues to higher-level support teams when necessary, ensuring seamless handoff and continued client support. 
• Accurately document all client interactions, issues, and resolutions in the ticketing system. 
• Prioritize and manage multiple support tickets simultaneously, ensuring timely resolution in accordance with service level agreements (SLAs). 
• Contribute to the creation and maintenance of support documentation, including knowledge base articles and troubleshooting guides. 
• Share insights and best practices with team members to enhance overall team performance and client satisfaction. 
• Identifying and escalating priority issues. 
• Identifying Sales opportunities when they arise.  
• Participate in regular training sessions and stay updated on new technologies, tools, and processes to continually improve your technical skills and service delivery. 
• Provide feedback and suggestions for process improvements to enhance the efficiency and effectiveness of the service desk. 
• Build and maintain positive relationships with clients, demonstrating empathy, patience, and a commitment to resolving their issues. 
• Admin background tasks as assigned by management.  
• Proactively follow up with clients to ensure their issues are fully resolved and to gather feedback on their support experience. 

Skills, Knowledge and Expertise

• Required - Effective Communication: Excellent communication skills, capable of conveying complex technical information in an understandable manner to all levels of staff. 
• Advantageous - Industry Certifications: Certifications in relevant technologies, systems administration, or network management. Continuous learning mindset to stay updated with the latest industry trends. 

Our Perks

• Private healthcare
• Fitness/wellbeing allowance
• Enhanced pension contributions
• Life and critical illness cover
• Employee assistance programme
• Enhanced parental leave
• Gym Membership
• 33 days holiday
• Free parking
• Free breakfast, lunch and snacks
• Games area
• Busy social calendar