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 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

  • 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

Closing Date: 
Friday, April 24, 2020 - 17:30

Apply for this position

Permitted formats are .PDF.doc.docx. File should not exceed 15MB
Permitted formats are .PDF.doc.docx. File should not exceed 15MB
Enter the characters shown in the image.