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IT Service Desk Agent - SC cleared

  • Salary: £18000 - £25000 per annum + benefits
  • Job type: Permanent
  • Location: Farnborough, Hampshire
  • Sector: Infrastructure & Support
  • Date posted: 02/02/2018
  • Job reference: J380810A

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IT Service Desk Agent

This is an opportunity to work for Experis, a global recruitment organisation owned by the highly esteemed Manpower group. In 2005, Experis established a consultancy, which has since expanded and had great success, providing permanent employment opportunities for IT professionals all over the UK.

The EC team is currently looking to on board IT Service Desk Agents on behalf of a leading UK organisation, working on site, on one of their key accounts.

Role Purpose
To provide 24*7*365 IT Service Desk initial contact support to internal and external customers, providing support on all IT-supported software and hardware and mobile communications. Responsible for the management, order and distribution of software, hardware and mobile devices and also for ensuring a high level of customer service for service requests. Requests will be received via phone, email or in person.

The current corporate IT estate comprises of 1,600 desktops, 4,600 laptops, 700 mobiles phones, 1,900 smart devices - all supported through the IT Service Desk along with a monthly volume of 4,500 requests.

Key Accountabilities

  • To provide 1st and 2nd line technical support; providing customer support via phone, email and drop-in visits into the Service Desk maintaining a high degree of customer service at all times.
  • To log, update and manage all calls via the IT call logging system relating to the client support of all software and hardware in the Operational environment.
  • Adhere to all service management principles, including the company's software licensing processes.
  • Responsible for Software License Management including the ordering and distribution of software.
  • To manage and safeguard the confidentiality, integrity and availability of company and customer information.
  • Ensure compliance with organisation policies, procedures and work instructions.
  • To take ownership of problems and be proactive when dealing with all issues.
  • To allocate technical calls to the relevant resolver group, initiate escalation procedures and manage incidents.
  • Liaison with third party suppliers as required.
  • Handling client VIP support calls in a professional manner.
  • Proactively investigating ways to reduce common issues and publishing self-help guides to assist the customer base. In turn this gives time back to the business.
  • Responsible for update and maintenance of accurate internal work instructions and processes.

Key Capabilities / Knowledge

  • Excellent customer service skills both face-to-face and over the telephone
  • Effective interpersonal and relationship-building skills
  • Strong written and oral communication skills
  • Attention to detail
  • Patience
  • Logical
  • Flexible - ability to work a 24*7*365 shift with potential requirements for shift change at short notice
  • Professional Image
  • Enthusiastic
  • Customer Centric
  • Relentless focus on improving processes
  • Keen interest in IT
  • Ability to prioritise

Experience & Qualifications

  • Previous experience of working in a busy Service Desk environment
  • Understanding of mobile telephony and smart devices
  • This role requires SC clearance
  • Minimum of ITIL Foundation V3 certification
  • Minimum of CompTIA A+ qualification
  • Support knowledge of Windows XP / Win 7 /iOS Operating Systems (Windows 10 desirable)
  • Support knowledge of Microsoft Office 2003/2010 packages (Office 365 desirable)
  • Understanding of Active Directory
  • Understanding of Networking
  • Experience of working to defined service levels and service catalogue

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