T00271 Apprentice Service Desk Agent - Bellshill

Job Purpose

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

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 3^rd 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

• You will also be expected to carry out any reasonable duties which may be requested from time-to-time

Collaboration and Relationships

• With Service Desk Agents in providing support to customers related to technical issue’s logged with the Service Desk.

• With Senior Service Desk Agents to ensure tickets are handled in the correct way to provide a seamless ticket lifecycle to resolve an issue for a customer.

• With the Service Desk Team Leaders to assist in providing a high quality Service Desk that is market leading in customer experience and technical ability.

Knowledge, Skills, Experience and Behaviours

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