Service Desk Agent

An international cloud provider is seeking a Service Delivery Agent to join their energetic and innovative 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, 1^st/2^nd line technical support and some office administration. You will be organised, have good technical 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
• Ownership of qualifying, troubleshooting, coordinating and updating logged cases to closure within specified service level's (SLA)
• Providing 1^st/2^nd 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
• Validation, verification and manipulation of data in spreadsheets and tables.

• High energy with a confident, engaging and customer focussed approach
• IT literate particularly around products like Microsoft Windows and Office, Excel, 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
• UK work permit, * 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
• Excellent data management skills
• Experience in software/hardware asset management

£20,000-£25,000