T00212 Service Desk Agent

Job Purpose

To be the first point of contact for TSG customers in relation to technical faults and requests. 

This job description is not fully comprehensive of all duties and responsibilities, therefore, there may be an expectation from the business for an employee to perform additional duties or responsibilities not listed in the job description. This also may mean the business can amend the job description from time to time. 

Duties and Responsibilities

  • Log, categorise and prioritise customer tickets in line with documented required standards
  • Conduct initial diagnosis of faults and attempt documented fixes appropriate to the role
  • Where fixes are not available, escalate tickets to appropriate resolver group, ensuring ticket contains all the relevant templated information necessary to progress the ticket
  • Ensure accurate input of data for customer contact information, email addresses etc.
  • Manage customer requests for updates on open cases
  • Update customers on cases as advised by other support teams
  • Maintain customer database as requested
  • Proactively check customer contract to ensure appropriate support contract in-place
  • Ensure all calls are answered according to SLAs
  • Manage resolved queues to ensure calls are closed as appropriate
  • Manage 3rd party queues to ensure customers receive regular updates on tickets being dealt with by our providers
  • Work to First Time Fix targets and other SLAs and KPIs as set by Service Desk Management 

Knowledge, Skills and Experience

Your qualifications

  • IT qualifications would be an advantage but are not essential 

Your skills & knowledge

  • Excellent written and verbal communication skills
  • Excellent customer service skills
  • Commercial awareness
  • Excellent ownership skills
  • Excellent attention to detail – due to the volume of data that will be input into Autotask
  • Ability to prioritise
  • Logical/problem solving ability 

Your experience

  • Proven experience in a support or service delivery environment is an advantage 

 Your behaviours

  • Demonstrate enthusiasm and proactively seeks opportunities to improve the Service Desk Agent function
  • Demonstrate commitment to the role, team and company and will go the extra mile when required
  • Demonstrate initiative and reacts positively to new challenges and change



Closing Date: 
Friday, April 27, 2018 - 17:30

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