We are urgently recruiting for a Service Desk Agent to join our team in Leeds.
Type: Full Time & Permanent
Start: ASAP
Shift work:
Early Shift (8am-4:30pm)
Standard Shift (9am-5:30pm)
Day Shift (9:30am-6pm)
Mid Shift (11am-7:30pm)
Evening Shift (12pm-8:30pm)
A weekend shift is also required
Role:
- Service Desk Engineer will be the Single Point of Contacts for all IT related issues for end users whose key responsibilities include..
- Ability to understand the client query, Responds to telephone calls, email, instant messages, and ensure every issue/request is logged in the Ticketing tool without any lapses.
- Provide first Level for all IT related services to end users , provide Remote desktop support and perform other activities based on SOPs within agreed SLA’s
- Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users
- Route tickets to internal 2nd and 3rd level IT support staff appropriately without any misrouting.
- Use the Incident Management System to document and manage Incidents and work requests and their respective resolutions and circumvention's.
- Assign Service Requests / incidents to appropriate support teams and follow up until closure.
- Respond to, and diagnose, problems through discussions with users, including issue recognition, logs, research, isolation, resolution and follow –up steps
- Educate Users about Self-help articles, best practices thus creating awareness about IT systems usage.
- Co-ordinate with Level 2 teams during Major incidents and provide updates to Users.
- Ensure the ticket is updated with latest updates in a descriptive manner for future reference
