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Project People

Helpdesk Agent

Id Job: 316a784

🏒 On-site
πŸ’Ό Project People
πŸ“ Manchester, England
πŸ•’ 1 day ago
πŸ’°

Job Description

Exciting new opportunity for Service Desk Agents based in Manchester on a Temporary contract 6 month rolling contract. Looking for candidates that would be potential and suitable permanent employees at the end of the contract.

As a Service Desk Agent you will 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.

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).

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

Process. 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.

Service Level. Escalates issues as necessary to deliver required service level and meet or exceed customer expectation/SLAs. Monitors performance through statistical reporting and analysis.

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

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

Experience

Job Types: Full-time, Temporary contract, Temp to perm
Contract length: 6 months

Schedule:

Application question(s):

Work Location: One location

Reference ID: FJ-JH-M

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