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Job Description
Service Desk Agent
Department: Service Desk
Employment Type: Full Time
Location: Bishops Stortford, UK
Compensation: £27,976 / year
Description
As a Service Desk Agent, you will play a vital role in our client support team, delivering exceptional customer service through comprehensive ownership of each client interaction. Your responsibilities will include effectively handling and resolving client issues in a timely manner, ensuring the highest levels of client satisfaction. You will be a key point of contact, adept at troubleshooting and problem-solving, while providing clear communication and updates to clients. Additionally, you will contribute to the continuous improvement of our service delivery by documenting issues, sharing insights, and participating in training sessions to enhance the overall capabilities of the support team.
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