Junior Service Desk Agent

Junior Service Desk Agent/Helpdesk specialist

Our client is looking for an excellent Junior Service Desk agent who will deal with their customers, ensuring that customer support queries are monitored, resolved and appropriately escalated effectively, within the department’s service level agreement (SLA).

Main Responsibilities

The Service Desk Agent is required to undertake the following responsibilities:

Customer Service
 Respond to Helpdesk requests from customers and log these in the customer service system, by following internal processes.
 Ensure Incidents are responded to within their target response time and SLA.
 Communicate effectively and professionally with internal and/or external customers, by telephone, email and face to face methods. Build positive relationships and investigate, respond to and progress issues for them to be successfully closed within an appropriate time frame.
 Meet and exceed customer expectations, particularly in terms of quality and timeliness in line with departmental standards, procedures and guidelines.
 Ensure that all processes for capturing data are adhered to by the support team.
 Maintain accurate and up to date records of any discussions or correspondence with customers, within the company’s helpdesk database.
 Ensure the customer remains updated with any progress and that they are satisfied with the outcome.
 Work alongside the Finance and Sales departments to ensure all customer contract information remains up to date.
 Investigate and proactively seek solutions to customer queries.
 Identify when an issue should be escalated to the Helpdesk Manager.
 Create and develop support materials for internal/external users (for example knowledge base articles).
 Assist with website maintenance, content editing and general SharePoint site development.
 Assist with any platform auditing, data migration and site creation.
 Produce and assist with any company reports.
 Undertake all tasks in line with the company’s internal processes and policies.
 Perform any reasonable task that may be requested by management.
 Speak positively and enthusiastically about the company and its products and services, to ensure that a professional company and brand image is provided at all times to customers and colleagues.

Monitoring
 Take responsibility for managing all incidents assigned under your helpdesk login.
 Alert the Finance department of any increase in customer licensing.
 Recognise customer enquiries which potentially have revenue opportunities and communicate to the appropriate department to maximise new business opportunities and profitability.

Teamwork
 Work as part of a team to achieve the departmental standards.
 Communicate effectively with other departments within the company and participate in cross training to enhance knowledge of company products.
 Work together with other departments and divisions within the company to improve standards, efficiency and profitability.

Knowledge
 Ensure that knowledge of company products and services is kept up to date at all times and that accurate information only is shared with customers.
 Take responsibility for personal and professional development in line with agreed annual performance objectives.

Knowledge, Experience and Qualifications

Essential Skills and Experience:
 A background in customer service.
 Excellent written and verbal communication skills, including an ability to explain technical issues in a clear and concise manner to non-technically minded users.
 Professional manner.
 Excellent time management.
 IT literate, especially Microsoft Office Suite.
 Able to develop strong, collaborative and honest relationships with the helpdesk support team, line manager and other members of the organisation.
 Ability to work within a pressured environment and deal with any potentially difficult customers.

Desirable Skills and Experience:
 Welsh speaking.
 Experience of working in an educational context.
 Experience of working on a Support Helpdesk.
 Knowledge and experience of the following: Microsoft SharePoint 2010, Active Directory, Exchange 2010, CSS and html.
 Cleared Disclosure and Barring Service (DBS) Check (formerly known as CRB).

Competencies Required:
 Highly analytical, with good attention to detail.
 Strong desire to provide exceptional customer service.
 Able to provide high quality technical support to the customer.
 A good working knowledge of how to operate MS office products and e-mail generally.
 Able to multi-task, lead by example, be results focused and committed to continuous improvement of the support helpdesk.
 Must be flexible in order to meet the needs of the business.
 Ability to work under pressure, demonstrate drive and a positive ‘can-do’ attitude to work.

Qualifications:
 No specific qualification required.

This job description is a guide to the key elements of the current role. It is not intended as a completely permanent schedule and is not part of the employee’s contract. Please note that other duties may be required by management from time to time.