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
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Log, categorise and prioritise customer tickets in line with documented required standards
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Conduct initial diagnosis of faults and attempt documented fixes appropriate to the role
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Where fixes are not available, escalate tickets to appropriate resolver group, ensuring ticket contains all the relevant templated information necessary to progress the ticket
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Ensure accurate input of data for customer contact information, email addresses etc.
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Manage customer requests for updates on open cases
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Update customers on cases as advised by other support teams
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Maintain customer database as requested
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Proactively check customer contract to ensure appropriate support contract in-place
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Ensure all calls are answered according to SLAs
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Manage resolved queues to ensure calls are closed as appropriate
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Manage 3rd party queues to ensure customers receive regular updates on tickets being dealt with by our providers
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Work to First Time Fix targets and other SLAs and KPIs as set by Service Desk Management
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You will also be expected to carry out any reasonable duties which may be requested from time-to-time
Collaboration and Relationships
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With Service Desk Agents in providing support to customers related to technical issue’s logged with the Service Desk.
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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.
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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:
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IT qualifications would be an advantage but are not essential
Your skills & knowledge:
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Excellent written and verbal communication skills
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Excellent customer service skills
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Commercial awareness
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Excellent ownership skills
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Excellent attention to detail – due to the volume of data that will be input into Autotask
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Ability to prioritise
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Logical/problem solving ability
Your experience:
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Proven experience in a support or service delivery environment is an advantage
Your behaviours:
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Demonstrate enthusiasm and proactively seeks opportunities to improve the Service Desk Agent function
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Demonstrate commitment to the role, team and company and will go the extra mile when required