Service Desk Agent

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Service Desk Agent

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  • Contact:

    Imogen Lawson

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  • Published:

    4 months ago

  • Expiry date:


Role: Service Desk Agents

Rate: £10.90 per hour

Hours: New starters 8:00 - 16:30 shift, after clearance 8hr Shift - between 7am - 7pm

Location: Wakefield WF1

Term to perm

Start Date:ASAP

First Choice are actively recruiting a number of Service Desk Agents to join our reputable client based in Wakefield City Centre. The role will require you to work from the office.

This role is to provide a single point of contact for users, dealing with the management of both routine and non-routine incidents, problems and requests. Provision of 1st line support for incidents.

You will be required to undergo various high level security checks/clearances.

Key accountabilities:

  • Technical Capability. Works under supervision, supporting standard technical queries related to a single product/small set of products (e.g. Microsoft products, operating system, basic networking, PCs).

  • Develops an understanding of customer’s environment and service delivery requirements to enable the delivery of a first class service.

  • Documents actions taken in resolving routine customer enquiries ensuring established processes/systems are followed.

  • Problem Solving - Takes ownership for listening to and understanding basic customer problems asking relevant questions to resolve typically known problems within required timescales. Knows when problems are ‘beyond them’ and escalates so they can be resolved.

  • Escalates issues as necessary to deliver required service level and meet or exceed customer expectation/SLAs.

  • Monitors performance through statistical reporting and analysis.

  • Acts as a team player and is viewed by colleagues as a helpful and effective member of the team.

  • Takes ownership of own development and has a development plan in place.

For the role you will be able to demonstrate:

  • Excellent communication skills both written and verbal

  • Working knowledge of Microsoft office

  • Excellent administrative skills

  • Excellent computer skills

  • Previous Customer services experience

  • Ability to work well in a team and independently

In return we offer:

  • A competitive hourly pay rate of £10.20 (£21,216)

  • Comprehensive training

  • Weekly pay, every Friday

  • 33 days Holiday

  • Term to perm positions

  • Overtime available after training

  • Excellent career path for the right candidates

  • On going support from team leaders