Line Support

The client is looking for a Service Delivery Agent to join their global service team. The successful candidate will have practical experience working on customer facing service/help desks and enjoy working in a team handling technical and operational enquiries by email and telephone. The role includes answering and logging calls from customers and staff, first line technical support and some office administration. You will be presentable, with good troubleshooting skills and a passion for delivering an excellent support experience to customers and staff.

Key Duties and Responsibilities

Logging incidents for global customers and staff contacting the service desk

Qualifying, troubleshooting, coordinating logged cases to closure within specified service level's (SLA)

Providing 1st/2nd line technical support for internal office systems and customer facing systems

Logging and coordinating cases with external support desks such as Microsoft, Dell, EMC etc.

Preparing monthly reports for customers and management

On/off-boarding of starters and leavers including account creation, license allocation, equipment ordering, software installation/troubleshooting and assignment for phones, equipment etc.

Obtaining quotes from suppliers for technical equipment and services

Maintaining and publishing technical and operational information on intranets and shared spaces

Must have's

High energy with a confident, engaging and customer focussed approach

IT literate particularly around products like Microsoft Windows and Office, intranets, business applications, etc.

Good troubleshooting skills with a keen interest in continual learning about technologies, platforms processes and operations

Organised with a strong focus on deadlines, accuracy and timely delivery

Forward thinking with a flexible approach to undertaking and completing a variety of tasks and activities

The ability to work as part of a local and internationally distributed team

Good to have…

Hands on experience with Microsoft business products including Office 365, CRM, SharePoint, Navision

Other technical skills/experience in SQL; Visio; Project; Active Directory

Exposure to technology service desk processes and IT operations

Exposure to programming and/or application development

Experience in software/hardware asset management

£25,000.00 + OTE